The customer as a priority, either in person at the office or through virtual channels, but always with

a personalized service.

In its Strategic Plan 2021-2023, Ibercaja values ​​its business model based on accompaniment and customer experience.

The president of the entity,

José Luis Aguirre

, vindicates the new roadmap as "its own and independent project, which gives continuity to a 145-year history of financial, economic, social and territorial function that has consolidated the distinctive DNA of the entity".

In this distinctive DNA, closeness and adaptability stand out, especially important in a year as complex as 2020. "In the past cycle, we have promoted a significant transformation, becoming

a more digital, more agile and flexible bank,

more innovative and with greater notoriety ", highlights the CEO of Ibercaja,

Víctor Iglesias.

In this sense, omnichannel communication is the key to being close to the customer, at all times and in any place. "We have to focus on their needs, their knowledge and business intelligence, from an omnichannel approach," adds Iglesias.

Since the beginning of the pandemic, Ibercaja has devoted itself to

informing and accompanying its clients,

especially the most vulnerable or those who directly suffered the effects of the health and economic crisis. The bank's digital capabilities responded to the exponential demand for services through non-face-to-face channels: digital users increased more than 12% (today there are already 842,000), 90% of transactions were online and the use of remote channels by people over 65 years of age it advanced by 10 points, up to 25% (there is an initiation mode in the Digital Banking app to make it more accessible).

"At Ibercaja we have a clear and differential strategy and business model in the financial sector. The opportunity offered by the digital economy is a key lever for its achievement and that is why we have drawn up a digital transformation roadmap", indicates

Nacho Torre,

Director of Marketing and Digital Strategy at Ibercaja. Every month,

Ibercaja Connect attends about 75,000 interactions

with customers through its different channels, figures that have experienced significant growth in recent months. And 94% of customers rated Ibercaja Connect's care as correct and decisive in 2020, something that has earned them the Service Excellence Management Systems certificate awarded by the Spanish Association for Standardization and Certification (AENOR). It is an international certification that recognizes customer contact centers that meet quality requirements and constantly seek to improve the user experience. Ibercaja is the first financial institution to receive this certification in Spain.

Self-employed, SMEs, small and medium-sized companies are a very important customer segment in Ibercaja's portfolio. During the chaos of the first months of the pandemic and the government's delays in making payments,

Ibercaja anticipated public benefits

367,000 pensioners and 155,000 workers under ERTE or unemployed. More than 7,000 clients with mortgage loans, under the requirements of the Royal Decree for urgent measures, obtained a moratorium on the payment of the installments of their receipts. Additionally, the possibility of a moratorium on consumer loans, credit card charges and housing rentals was raised in cases of economic vulnerability or a drastic drop in income. Ibercaja also launched a plan to support the retail trade with the aim of facilitating the return to the activity of the proximity stores and thus help one of the sectors most affected by the crisis to recover.

And the future?

The bank has

historical strengths to face a new strategic cycle

, as highlighted by its president, José Luis Aguirre: "Long-term vision and prudence in decision-making, leadership and territorial roots in its areas of operation; consolidated commercial expansion in Madrid and the Mediterranean arc; proximity and bonding with clients; and preparation and maximum involvement of professionals ".

In the new stage of Ibercaja, baptized as Plan Desafío 2023, the bank's corporate purpose takes on special importance: "

To help people build the story of their life

because it will be our story, which frames our corporate culture, our values ​​and our identity".

According to the criteria of The Trust Project

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