Integrated Corporate Report [2015]

STRATEGIES

STRATEGIC PLAN 2015-18

LINE 1 -QUALITY AND REPUTATION
Objectives and milestones

The customer, in the centre

LINE 2 - RECURRING RETURNS
Objectives and main milestones

Financial reporting and results

LINE 3 - MANAGE CAPITAL
Objectives and milestones

LINE 4 - DIGITALISATION OF THE BANKING INDUSTRY
Objectives and main milestones

Our innovation model

Committed to an omnichannel model

LINE 5 - TEAM
Objectives and main milestones

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2015

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2013

2012

2011

Integrated Corporate Report 2015
Summary Report

Appendix: GRI Content index

Integrated Corporate Report 2014
Summary Report

Integrated Corporate Report 2014
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(13 MB)

Integrated Corporate Report 2013
Summary Report

Integrated Corporate Report 2013
Full Version

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(10 MB)

Integrated Corporate Report 2012
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Integrated Corporate Report 2012
Full Version

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(12 MB)

Integrated Corporate Report 2011
Full Version

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(22 MB)

Key strategies / Lead the digitalisation of the banking industry

COMMITTED TO AN OMNICHANNEL MODEL

estructura

LEADER IN DIGITAL CHANNELS

Internet

Global leader

Leaders in service quality, for the 6^th year running (AQmetrix)

Market penetration 31.9% (No. 1 nationally and internationally) Active customers 4.8 million

Internet transactions 2,537 million

New strategies

Mis Finanzas, new service for managing personal finances
HolaBank, new portal for foreign customers

Mobile

Global leader

Leaders in service quality (AQmetrix) and functionality (Forrester)

Active customers 2.8 million Mobile transactions 1,490 million

CaixaMóvil Store 2.7 million downloads

New solutions

CaixaBank Pay, mobile payment solution
Wearables: Apple Watch branch finder and Bolsa Abierta for Android Wear

ATMs

The largest network

Over 250 options available at our terminals

ATMs 9,631 Market share* 19.2% terminals

Operations 620 million

New service

Reimbursements by mobile phone, as if they were contactless cards
Recycling of notes
Greater personalisation

Payment methods

Cards

Market leader with 15.1 million cards in circulation

Market shares 23% by value New service 170,000 immediate card deliveries

POS 303,306 installed

Contactless technology

50% of the entity‘s cards and 85% of POS terminals
75,000 bracelets and mobile phone stickers
20,000 customers have cards with the CaixaBank Pay service

Social networks

Presence on networks

CaixaBank virtual communities around financial services

CaixaNegocios Community, for companies Club Ahora, for the elderly StockTactics, for stock market investors

Users 170,000 people registered

New communities

multiEstrella, the social network for families
FinApps community, connecting customers with mobile industry professionals

* Figures for the third quarter of 2015.

For additional information

Management report (section 15) in the 2015 Consolidated financial statements, management report and audit report Online banking CaixaMóvil Store Social Corner (in Spanish) FinApps Community

The Principles of the UN Global Compact covered in the page are: 8 and 9

THE 10 PRINCIPLES OF THE UN GLOBAL COMPACT

CaixaBank is a member of the United Nations Global Compact and chairs the Spanish Global Compact Network. The Principles of the UN Global Compact covered in the text are presented at the beginning of each section of this report, which also serves a a Communication on Progress in that respect.

Principle 1

Businesses should support and respect the protection of internationally proclaimed human rights.

Principle 2

Businesses should make sure that they are not complicit in human rights abuses.

Principle 3

Businesses should uphold the freedom of association and the effective recognition of the right to collective bargaining.

Principle 4

Businesses should support the elimination of all forms of forced and compulsory labour.

Principle 5

Businesses should uphold the effective abolition of child labour.

Principle 6

Businesses should support the elimination of discrimination in respect of employment and occupation.

Principle 7

Businesses should support a precautionary approach to environmental challenges;

Principle 8

Businesses should undertake initiatives to promote greater environmental responsibility; and

Principle 9

Businesses should encourage the development and diffusion of environmentally friendly technologies.

Principle 10

Businesses should work against corruption in all its forms, including extortion and bribery.

Section 3 of this Report’s Appendix includes CaixaBank’s Index of GRI Content. The Index of GRI content is also considered part of the CaixaBank Communication on Progress report.

Click here for the Memorandum of Understanding between the GRI and the UN Global Compact, which details the connections between the GRI indicators and the 10 principles. (in English)