The bank leads the industry in terms of innovation, using
new technologies to ensure closer interaction between
managers and customers.
"la Caixa" Private Banking is targeting 20% growth in funds
managed and customer numbers by 2015.
"la Caixa" is set to drive growth in Private Banking and
Personal Banking by introducing a new model for interacting
with customers and by pioneering innovation in the banking
"la Caixa" will use new technologies to provide
increasingly customised Private Banking and Personal
Banking services, based on a multi-channel format that
includes groundbreaking services in the industry, such as
the bank's own social networks, video-calling, full remote
product and service contracting, online MifID suitability
tests and consultancy contracts, among other
The new interaction model for managers and Private Banking
and Personal Banking customers allows "la Caixa" to
provide the fullest range of services, with increased
customisation, efficiency, transparency and tailored
consultancy without the need appear in-person at branches.
The new services include:
New means of communicating with asset managers.
A fully personalised service model, with the
customer selecting what kind of information they wish to
receive and when.
Online contracting of products and services,
including the remote signing of forms.
Access to investment and monitoring reports, with a
la carte information options.
New consultancy services, which include financial
training modules and a self-planning tool.
In short, the new platforms offer customers more ways of
communicating with their asset manager, while still
ensuring service excellence and proximity, regardless of
the means of communications that the customer chooses to
use: their branch, computer, tablet or smartphone.
A new space for customer interaction
The main new tool developed for "la Caixa" customers is a
new means for interacting with asset managers, which is
accessible via the "la Caixa" online platform,
Línea Abierta. Here users can configure their preferences
for receiving information, while also accessing exclusive
services, such as financial planning tools and viewing
investment tracking reports and investment suggestions.
These new services also mean that customers do not have to
go to their branch in person to sign forms.
One of the most innovative new features is the
"Wall"; the first service designed for private
and personal banking customers based on the social network
concept. The "Wall" is a space where conversations can
be held with asset managers (via written messages or
videocalls) and where customers can be provided with new
investment suggestions and customised portfolio tracking
reports, as well as other items of interest. The
interaction can only be viewed by the customer and asset
manager, providing all the confidentiality and security
that comes with "la Caixa"'s online channels.
"la Caixa" has also developed a specific learning program
for personal and private banking customers, with valuable
financial content and interactive games, as well as a tool
to help self-planning. This allows users to establish
targets and share them with asset managers via their Walls,
thus helping to develop customised investment plans.
2015 targets: growth in customer numbers and market share
These new services will be directed at "la
Caixa"'s more than 38,000 Private Banking
customers and more than 615,000 Personal Banking customers.
"la Caixa" manages a total of 67bn funds in Personal
Banking and 39bn in Private Banking, and is pursuing
business volume and market share growth by 2015.
The bank is targeting a 15% market share in Spanish private
banking in 2014, which means growth of 20% over current
"la Caixa", the world's most innovative bank
The bank, overseen by Chairman Isidro Fainé and CEO Juan
María Nin, is one of the world's leading banks in applying
new technologies to financial operations. This approach has
earned "la Caixa" prestigious recognitions, such as being
named the world's most innovative bank at the Global
Banking Innovation Awards, beating 200 banks in 40
countries to the award.
In Spanish banking for individuals "la Caixa" serves the
largest number of users of internet banking (more than 7.3
million Línea Abierta customers), mobile banking (more than
2.6 million users, of which one million actively use mobile
phone banking services), e-banking (12.5 million cards
issued) and electronic multiservice terminals, with the
largest ATM network in Spain and one of the most extensive
in all of Europe (more than 10,000 ATMs).
The bank's solid business position is thanks to its
sustained commitment to innovation: it was one of the first
banks to adopt a multichannel format, which led to
successes such as its number one position in the European
AQMetrix ranking for online financial services, the launch
of the first iPhone application from a Spanish bank, the
development of the first SmartTV banking application for
individuals, and Spain's first ever mobile payment system.
By developing new technology solutions for Private Banking
and Personal Banking, "la Caixa" has taken a further step
in its drive to lead innovation in the financial sector.