The use of digital banks has increased across Europe in the last decade, because the way we have been radically transformed. The percentage of EU citizens using online banking services in the past decade has increased from 42% to 67%, in Spain, this number was closer to 75% in 20241.
Caixabank’s growth in digital channels reflects these trends. The bank is, at a certain distance, the main digital bank in Spain. It has the largest digital clientele, which in 2024 increased from 11.5 million customers to 12.1 million.
The bank’s digital lifestyle platform for young customers, Imagin, has exceeded 3.5 million bank customers – growth of 11% compared to the previous year, with almost half of the new Caixabank customers in the last year recruited via Imagin. Customer loyalty increases, 50% of adults directly depositing their salary in the bank.
At the user of the application, which includes all those who do not do financial operations but use the non -banking services of the Imagin application, the number of imagines now exceeds 4.5 million.
These data reinforce the position of imagin as a leading Neobank and consolidate its leading position among young people. According to GFK Statistics, Imagin has a market share of 48% among the main neobancs and fintechs in the 18 to 34 -year segment in Spain.
In addition to increasing the number of new users, the platform has also managed to strengthen the fidelity of imaginers. In terms of activity volume, demand has an average of 60 million monthly visits and more than 11 million transactions per month are made via Bizum, 15% more than in 2023.
Imagin completed its portfolio in 2024 with new products such as a free debit card for use abroad, and financing and investment options, making it the only Neobank with a full banking offer adapted to a young and 100% digital audience.
The Bank’s hybrid distance assistance service has more than 3.3 million users. Intouch is a new relationship model that combines remote communication tools (video call, vocal call, e-mail, WhatsApp, etc.), with the relationship of trust provided by an expert director.
Caixabank is also the leader of traditional website channels: this includes Caixabanknow, the reference application for Caixabank and Imagin customers.
Overall, Caixabank leads into a Spanish digital bank with 45.4% penetration on digital bank users in Spain at the end of 2024.
The Spanish reader for digital
The digital transformation of the bank is to a certain extent a mirror for the early adaptation of Spain to an increasingly digital and competitive global landscape.
In the latest report on the state of the digital decade described by the European Union, Spain stood out thanks to two main forces, to the large number of citizens with basic digital skills (66.2%), compared to the European average (55.6%) and to the progress of the use of artificial intelligence by companies (9.2%) compared to 8%in Europe.
The recently launched strategic plan of Caixabank for 2025-2027 describes an ambitious vision for the future, entirely in accordance with the determination of the country to maintain leadership in digital innovation.
Among many commitments, the plan has headphones of 5 billion euros in AI, cloud computing and automation. This initiative, known as the Cosmos Plan, aims to improve operational efficiency, to develop new digital services focused on customer and to strengthen the technological infrastructure of the bank.
Invest in innovation for the future
One of the most transformative aspects of Caixabank’s digital strategy is its integration of AI into customer interactions. AI tools facilitate automated financial recommendations, conversational bank assistants and increased fraud detection, rationalization of both user experience and internal operations.
The tools fueled by AI will allow automated financial recommendations, conversational bank assistants and self-service options for customers. Technology will also rationalize internal processes, reducing administrative charges on bank employees while improving decision -making and fraud detection.
A key trend in this change is the growing emphasis on technological talents, and the concern concerning this subject is highlighted in the Global Risks Report 2025, published by the World Economic Forum (WEF), where the shortage of skilled talent is distinguished as one of the key risks that companies must navigate this year. As the digital bank is evolving, institutions are increasingly expanding their technological centers to attract specialists in AI, cybersecurity and cloud computing.
Spain has once again become a leader in this space, financial institutions investing massively in the development of digital capacities. Technological jobs are increasing in Spain more quickly than anywhere else in the world, according to the survey on technological trends in the balance 2023.
Caixabank, for example, described an ambitious plan to strengthen its technological infrastructure while expanding its technological subsidiary, Caixabank Tech, which undergoes significant expansion in order to reach a total of 2,000 employees in the next three years. The offices of Barcelona, Madrid and the new center of Seville will become technological poles attracting talent.
Improvement of digital and mobile banking services
Digitization does not only concern advanced AI. The rise of the bank first mobile resides remodes the financial landscape, because consumers are expecting more and more to transparent, secure and accessible digital services. Throughout the industry, banks invest in mobile platforms to meet the needs of a generation that prefers the management of finance on the go.
67% of bank account holders in Spain manage banking services via mobile devices, this trend has motivated significant innovation, digital banking models with flexible payment solutions that are part of daily mobile experiences. And there was in 2016 that the Caixabank imagin service became the first in the world where all transactions are made using only applications for mobile phones or social media.
Today, according to the bank data, more than 30% of purchases in person made in Spain with Caixabank cards are now made via mobile phones. The bank has approximately 4.4 million customers with cards linked to mobile devices, increasing figures, with more than 800 million transactions in the last 12 months.
Collaboration is the key
Partnerships between banks and technological companies also shape the next generation of digital transactions. In accordance with this, and as another demonstration of the firm commitment of the bank to improve the customer experience, Caixabank, via Caixabank Payments & Consumer, signed a pioneer agreement with Apple.
Following this partnership, CAIXABANK customers with iOS 18 and iPados18 will soon have the possibility of paying full or distributing the cost over several months directly at the point of purchase during payment with their Caixabank cards at Apple Pay. Customers who decide to choose this option will have the choice to do so when buying online using Apple Pay and the application on iPhone, iPad and Apple Watch.
This new feature will allow customers to see payment options at their disposal, to understand costs, including any interest and to choose how they wish to pay before finishing their purchase.
Meet the needs of a digital digital generation
As the digital bank is evolving, financial institutions focus more on automation and cybersecurity to improve efficiency and protect customers. AI -centered analyzes allow banks to provide hyper personalized financial solutions, helping individuals make more informed decisions. At the same time, advanced security frameworks, including detection of real -time fraud and risk management powered by AI, become essential in the safeguarding of digital transactions.
In Spain, financial institutions have been recognized for their strong commitment to digital security. Many banks have implemented new generation fraud detection and encryption technologies to protect transactions. Caixabank, for example, was recognized for its advanced cybersecurity measures, strengthening the broader thrust of the industry to ensure secure digital banking experiences.
While the financial sector of Spain continues to adopt digital innovation, its commitment to technology, security and inclusiveness will position it as a leader in the future of the bank in an increasingly digital world.
