Innovation
In an increasingly dynamic and digital financial environment, innovation is a strategic pillar for Bankinter. In 2025, the bank implemented a decentralised yet collaborative cross-cutting innovation model that drives collaboration between its business areas and subsidiaries, improving processes and allowing initiatives with the greatest potential impact to be scaled up across the entire organisation. The Innovation department coordinates this approach, ensuring that innovative projects are integrated in a structured manner and generate shared value through operational and organisational synergies.
Commitments
• Anticipate market needs.
• Improve the customer experience.
• Create impactful strategic solutions.
• Design differentiated value propositions.
Digital Organisation
The new organisation was created to respond to changes in the habits and expectations of customers, who expect an increasingly more digital experience, while expanding the Group's commercial reach and strategically complementing its branch network. In this context, in 2025, the merger of EVO Banco was completed, integrating capabilities, technologies and customer bases under a single digital model and reinforcing Bankinter's omnichannel proposal. The process was executed in a phased and rigorous manner, guaranteeing operational continuity and the satisfaction of customers and staff. Following the integration, the Digital Organisation had over 435,000 active customers, representing more than 50% of new customers in the Wealth and Retail Banking segment, positioning itself as the bank's largest organisation by number of customers and reflecting the high growth potential of the digital channel.
Digital Banking
Bankinter recognises the high potential of artificial intelligence. In 2025, it carried out significant organisational and governance adjustments, greatly increasing the resources allocated to the development of data technologies, advanced analytical models and generative artificial intelligence.
Using a two-pronged approach, the bank prioritises the incorporation of AI in areas where it is likely to have the greatest potential impact, while at the same time building a culture of leveraging artificial intelligence among its professionals, through strategic leadership and communication and training actions.
These advances have made it possible to strengthen key capabilities, including talent, technology, data and processes and to integrate AI as a lever for differentiation and efficiency in multiple processes and services, laying a solid foundation for maximising the value of this tool in the years ahead.
Stepping up AI in 2025
• Strengthening governance and AI capabilities, increasing resources for data, advanced analytics and generative AI.
• Deploying a scalable cloud platform, enhancing efficiency and speeding up the development of artificial intelligence models.
• Integrating AI into key bank processes, from the personalisation of services to automation and support in decision-making.
• Implementing AI co-pilots, assistants and agents, giving a significant boost to internal productivity.
• Moving towards agentic AI, raising the efficiency and quality of customer services across all channels.
50% of new Wealth and Retail Banking customers come from digital channels.
With the launch of AI First, Bankinter places artificial intelligence at the core of its digital transformation to boost efficiency, productivity and continue improving service.