We have 9.7 million customers accessing the mobile banking services, via mobile banking features accessible from smartphones and tablets. The strong development of mobile banking has now conquered one third of customers. A segment of customers that has almost doubled in 5 years: previously in 2014 it was 18%, today it is 33% the share people operating on the move.

Furthermore, the mobile boosts the possibilities of contact with one's bank, with a growing frequency of use of 25% in the last 3 years. More and more digital, the bank customer has by now become fully familiar with the management of advanced methods of contact with his bank, relying on a continuous, remote and fast relationship, but just as comprehensive as the experience in the branch.

The strong development of multi-channel retailing, that is the bank's ability to reach customers in different physical and digital modes depending on the user's needs, translates into a significant growth in the percentage of customers using remote contact channels. A consequence of the development of electronic payments within bank communities, combined with a consumers public that has rediscovered itself accustomed to the use of new technological tools capable of making every need fast and immediate.

However, although the numbers of the increased use of these channels are encouraging, a significant segment of customers continues to turn to a physical intermediary. A proof of the resistance of the old traditional channels against the advance of digital.