CaixaBank

Trust, quality and social commitment
Transforming CaixaBank’s Mobile Channel through Innovation
David Urbano
Director of Mobile Channel & Digital Networks, CaixaBank
durbano@elacaixa.com
WSBI – Innovation in Payments, 13-14 April 2015 - Barcelona
Trust, quality and social commitment
CaixaBank
Data as of December 2014
2
Trust, quality and social commitment
The Great Potential of Mobile Channel
10K times faster
1 year
1 month
1 week
1 day
12 hours
2008
2009
2010
2011
2012
4 hours
2013
2 hours
2014
1 hour
2015
Time to reach 100.000 mobile customers accessing Línea Abierta
3
Trust, quality and social commitment
Exponential Growth of Mobile Channel
100 times growth in 8 years
2,225,000
2,125,000
15
14
1,840,000
13
1,201,000
12
556,000
20,000
07
55,000
08
Occasional use
140,000
09
276,000
11
Client connected
multichannel and
multidevice
10
Consultation
Transaction
Contracting
Isofunctionality
Clients/month Línea Abierta Móvil
4
Trust, quality and social commitment
Current Status
Over 400 different functions
available
Over 2.2M customers per month
35% of customers transfer
money through their mobile device
120K products sold per year
#2 channel based on transactions
More than 70 applications
Financial and nonfinancial
For different types of terminals &
supporting all platforms
3M downloads per year
5
Trust, quality and social commitment
Video – CaixaBank’s Mobile Channel
6
Trust, quality and social commitment
Mobile Payments – Pilots to Date
4 day trial during the
MWC
6 months trial
(Barcelona, Feb - 2010)
 500 Participants
 1500 real customers and 500
merchants
 Over 700 transactions carried
out & over €8K spent
 30% increase in overall
transactions
(Sitges, May to Oct - 2010)
4 day trial during the
MWC
(Barcelona, Feb - 2013)
 3500 Participants
 53 contactless POS terminals
within the event venue
7
Trust, quality and social commitment
Mobile NFC Payments Rollout (SIM based)
As of July 2014
Agreement with
the 3 major
MNOs in Spain
Over 80% of
market share
Over 375K
Contactless POS
terminals
Over 1250
Contactless ATMs
Over 2K mobile
NFC cards already
installed onto
customer devices
8
Trust, quality and social commitment
Mobile Payments – Other Future Initiatives
Host Card Emulation
(HCE)
NFC payments solution
(Tokenized) without the need
of a Secure Element or an MNO
Samsung Pay
Apple Pay
Samsung Pay solution would
require a TSM (in European
implementations) as the
duplicate card would be stored
onto the embedded SE
Payment solution using tokens
which would be stored on the
embdded SE of the mobile
device
9
Trust, quality and social commitment
Continuous Innovation
 Innovation through internal
talent
 Giving feedback is vital
 Feedback comments must be
heard & implemented
To maintain leadership in innovation and differentiate
ourselves, it is necessary to create an ecosystem of
innovative participants (customers, employees, experts, etc.)
 Inspira'ns is a tool/platform
which enables our customers
to provide/share new ideas
 We involve customers in the
design process of the services
arising from the proposed
ideas
 Annual Event to learn & work
with external global talent
 24 hours long hackathon to
create financial sector related
mobile & wearable Apps
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Trust, quality and social commitment
Thank you