According to the latest available Eurobarometer on how Europeans interact with financial services, 73% report feeling comfortable using online banking. This is a significant figure that represents great progress, but when compared to the Nordic countries, which have adoption rates above 90%, it highlights the need to accelerate digital transformation to reach everyone with secure and inclusive services. In a society focused on productivity, where everyone represents great progress while answering a call or sending a WhatsApp to reach the next goal of the day, entities are obligated to adapt in order to respond to these new habits that demand immediacy and ubiquity while continuing to accompany our clients. Digital transformation has shifted from being an option to a necessity for remaining competitive.
We often tend to associate digital transformation with technology. And it is essential to choose the right technologies that allow us to improve efficiency and add more value, such as the cloud, artificial intelligence, robotisation, and blockchain. However, despite being an essential means, technology cannot exist on its own.
The adoption of these new technological levers must be accompanied by a review of processes, avoiding strict digitalisation and redefining them in a way that allows us to evolve toward customer-centred services with personalised, accessible, and secure experiences.
But none of that makes sense without what is most essential: people. On one hand, we must train the human team in new skills and motivate them to adopt new ways of working that require collaboration, agility, and continuous learning. And leaders must act as facilitators of change, since transformation is also cultural at its core or it falls short.
On the other hand, we have our clients, who demand immediacy and new services in a friendly and secure environment. At Creand, we are immersed in our journey toward digital transformation that responds to our clients’ needs, such as the launch of a new online banking platform with a redefined, frictionless customer experience, which addresses the demands of the current market and positions us as leaders in Andorra.
This same online banking has allowed us to simplify the most complex challenges: democratising access to custody, buying and selling, and transferring crypto assets. We have also launched the API service for our clients, which allows integration with their systems. To offer these services with guarantees and protect our clients, it has been necessary to invest in security, both through awareness actions and by applying more robust access measures to online banking.
With the goal of increasing operational efficiency, we are also committing to automating low-value-added tasks and focusing on what is most important: serving our clients. To achieve this, we are working with business process management (BPM) methodology and robotisation (RPA), seeking continuous improvement and traceability.
Digital transformation is no longer a milestone with a beginning and an end, but rather a path in constant evolution that requires dedication, investment, and commitment.
We cannot forget that, no matter how much technology we apply, the essence of our 75 years of history is based on people who offer solutions and services to people. We want to continue accompanying our clients, regardless of the distance.
Diari d’Andorra, 27.11.2025
