HOW DO YOU FELL TODAY

• Happy

• Stressed / Overwhelmed

• Energetic / Excited

• Tired / Lethargic

 What is Santander's primary goal?

• • Maximize shareholder profit

• • Be the most digital bank in Spain

• • Offer accessible financial products and services to all

• • Be the most sustainable bank in Spain

What is the main challenge facing banking today?

• Competition from digital banks

• Financial regulation

• Falling interest rates

• Customer distrust

What is the main factor that has contributed to the growth of digital banking?

• Increased internet usage

• The emergence of new mobile devices

• The adoption of new technologies

• Reduced operational costs

What is the main characteristic of the new digital customer?

• They are more informed

• They are more mobile

• They are more demanding

• They are more social

What is the main difference between an omnichannel customer and a traditional customer?

• The omnichannel customer has a closer relationship with the bank

• The omnichannel customer uses different channels to interact with the bank

• The omnichannel customer is more profitable for the bank

• he omnichannel customer is less susceptible to competition

What is the main tool for designing an effective customer journey?

• Data analysis

• Empathy

• Creativity

• Experience

What is the main goal of an eCommerce?

• To generate web traffic

• To capture leads

• What is the main goal of an eCommerce?

• To retain customers

What is the main factor that influences customer experience in an eCommerce?

• Usability

• Security

• Price

• Product availability

What is the main tool for measuring the success of an eCommerce?

•  The number of visits

• The number of conversions

• The average purchase value

• The customer satisfaction index