Consumers' access to new technologies, their adoption and mass use, has completely transformed customers. More and more homes have an internet connection. This results in new habits and customs amongst consumers in their personal and professional lives and, as goes without saying, their relationships with companies.
This technological landscape has profiled a customer characterised by adjusting to the digital environment immediately and showing great mastery of social media. Better access to information facilitates decision-making.
With the aim of adapting to the new reality and improving the relationship with our customers, we are promoting the development of the digital customer experience with new value propositions, opening new customer care and service channels, and offering new computer tools that favour customer digitalisation, as well as native digital products and services.
Our progress in digitalising communications with our customers allows us to adapt to their needs. We have developed a digital ecosystem that facilitates the user experience and introduced tools such as digital billing, that currently reaches 4.40 million contracts.