2019 BAI Global Innovation Award Finalist

BAI Global Innovation Awards 2019 Finalist CaixiaBank


Innovation in Customer Experience

CaixaBank S.A. – Spain
Facial Recognition at CaixaBank ATMs

CaixaBank zoomed in on a common pain point in the customer journey—having to memorize multiple passwords. After in-depth research revealed more than 70% of the bank’s clients would be willing to replace their ATM PIN identification for facial recognition, the bank developed an ATM facial recognition system in six months by working with a customer centric approach, using agile and design thinking methodologies. Today, customers can visit a branch where a manager can register their biometric information for the service in under one minute. The service launched in February 2019 in Barcelona and has since expanded to 1,000 clients and 18 ATMs, with plans to gradually deploy it at all branches in Spain later this year.