Margarita Delgado: Opening address at elEconomista business conference

Opening address by Ms Margarita Delgado, Deputy Governor of the Bank of Spain, at elEconomista business conference, 11 March 2021.

The views expressed in this speech are those of the speaker and not the view of the BIS.

Good morning.

Firstly, I would like to thank El Economista for its invitation to open this interesting business conference on new trends in banking.

Digital society

As I have pointed out on previous occasions, the future is digital, but so is the present. The way we connect with each other has changed significantly in recent years, both at work and in our personal lives. This has obviously been accelerated by the pandemic.

We communicate with each other using instant messaging programmes, email and videoconferencing. We also want to access services anywhere, any time and on any device, seeking immediacy and an optimum user experience.

Indeed, businesses now talk about omnichannel – rather than multichannel – strategies. This means that customers are not only offered different channels to interact with banks but that this interaction can be started using one channel and be continued or completed using another.