Banking transformation in action: CaixaBank

As part of the Qorus-Infosys Finacle Banking Innovation Awards 2026, we selected a few of the banks whose projects impressed us the most. Among them, CaixaBank in Spain presented the incredible transformation work they have accomplished.

What transformation strategy has your organization led in recent years?

After over-delivering on 2022-24 Strategic Plan targets, with a RoTE of 16.9% exceeding the 12% objective, the 2025-27 ambition geared towards maintaining these high levels of profitability sustainably, over time as the leading bancassurance Group in Spain and Portugal, through three main pillars. 

Hence, Transformation is one of these three pillars, with more than €5 billion in technology investment, renewal of digital channels, advanced AI capabilities and talent development. This ambition is operationalized through Cosmos Program, the Group’s processes, technology and AI roadmap:
(1) leveraging technology to boost commercial capabilities and quality of service.
(2) redesigning our digital channels to enhance customer experience and boost digital sales.
(3) transforming operations and boosting productivity through AI 
(4) investing in specialized talent (upskilling and hiring). 

All in all, the vision seeks to reshape the Organization to boost growth and permanent transformation.


What prompted this strategic transformation?

The transformation is driven by a clear conviction: the future of banking leadership will not depend on the ability to turn scale into personalization, speed of execution and a better customer experience.

CaixaBank operates in an increasingly competitive environment, with more digital customers, higher expectations of immediacy and new relationship models powered by data, artificial intelligence and hybrid channels. In this context, the bank identified the need to accelerate its technological and operational evolution while preserving its key differentiating strength: combining digital leadership with physical proximity and territorial reach.

The transformation also aims to support profitable and sustainable growth. In 2025, CaixaBank attracted 390,000 net new customers in Spain, reached a business volume of €1.1 trillion and strengthened its financial position with a RoTE of 17.5% and a cost-to-income ratio of 39.4%.