CEO Gonzalo Gortázar discusses CaixaBank’s distinctive socially responsible model, the impact of the Covid-19 pandemic and its future following its merger with Bankia.
Global Finance: What sets CaixaBank apart from competitors as a consumer bank?
Gonzalo Gortázar: The essence of CaixaBank is a socially responsible universal banking model based on quality, proximity to customers and specialization in products and services. Quality of service, which includes both the relationship with our more than 15.4 million customers as well as internal processes managed by over 35,000 employees, is one of the bank’s primary values and its first strategic challenge. It is also a key competitive lever. CaixaBank adheres to a highly demanding quality guideline focused on trust, proximity, efficiency and continuous improvement. Our commitment to innovation, technology and the development of a leading multi-channel distribution system that allows us to be available to customers anywhere and at any time makes it easier for us to build a closer and more personal relationship with customers. It also enhances the advisory services