Customer Experience LABs Qorus Banking Innovation Awards 2021 - Winner

In an environment marked by constant changes at an accelerated pace, CaixaBank has been undergoing a strategic shift to successfully carry out a complete digital transformation. Customers demand the best personalized customer experiences based on technological companies that have placed important standards in this regard. Additionally, it is fundamental to adapt to changes and offer new products and services in an agile way as customers expect it so. To do so, CaixaBank has created the Customer Experience LABs, a new way of working focused on delivering an omnichannel experience and promoting agile methodologies that allow teams to undergo projects rapidly and reduce the time to market of major projects. These LABs made up of multidisciplinary teams from all the different areas of the bank working together towards one same objective are based on the following key pillars: People: organize and train the team in an omnichannel context. • Empower people to be able to lead projects and make decisions. • Have an agile organization that allows you to adapt to constant changes. • Control the management of change that organizations face more and more recurrently. Information: extract value from data. • Being a data driven organization to create value offerings and improve decision making. • Use internal and external information through big data to have a global vision. Clients: generate value and long-term experiences. • Place the focus on the customer. • Design customer experiences through design thinking processes. • Generate innovation in products and services. Technology: maximize the use of existing possibilities.