29/04/13 29/04/13 The Wall: a new tool for communication between clients and their personal banker 29/04/13 1

The Wall: a new way of relating to clients 29/04/13 29/04/13 The Wall: a new way of relating to clients The first service for clients in the private and personal banking sector based on the concept of social networking. An area for holding conversations with the account manager (via written messages or video calling) and where the account manager can give clients new investment proposals and a personalised follow-up on their portfolio, as well as other documents. Communication is exclusively between clients and account managers and fully guarantees the confidentiality and safety of all “la Caixa” online channels, allowing clients to automatically sign up for the products included in their investment proposal, without having to move or send any documents. 29/04/13 2

29/04/13 29/04/13 “la Caixa” innovates in close proximity with its clients to enhance its private and personal banking business New relationship strategy that includes innovative and pioneering developments within the sector. This technological launch uses tools common to social networking such as video calls. The new technologies used in the relationship between account managers and clients completes the service: Increasing the personalised nature of the service Supporting personal consultancy and transparency Removing geographical barriers These new communication channels expand the methods of communication and also maintain the values of excellence and proximity. 29/04/13 3

29/04/13 29/04/13 Multi-channels 2012 The commercial relationship model with Private and Personal Banking clients is developed using a multi-channel proposal based on: Efficiency Commercial productivity Main functions: My Account Manager/Wall My services Suitability test Consultancy contract Investment proposal Follow-up report Video-calling Self-planner Publications Simulator reports Overall asset status Development for iPad Specific information New portals 4

29/04/13 29/04/13 The Wall: a new channel for communication between bankers and their clients Commercial tool Capturing Informing Selling and following-up 5

The Wall Relationship efficiency and management 29/04/13 29/04/13 The Wall Relationship efficiency and management Message welcoming clients and introducing them to how the tool works Message management Exchange and management of documents Personalisation of images that identify the clients and the banker 6

The Wall - Video Conference 29/04/13 29/04/13 The Wall - Video Conference Online dialogue between client and banker. Clients can request a video conference Video conference notifications and documents awaiting signature can be scheduled 29/04/13 7