Digital transformation

Intesa Sanpaolo intends to maintain sustainable business growth by leveraging the active involvement of people and a cutting-edge digital infrastructure. By extending digitalization and dematerialization to all processes, the Bank intends to help accelerate the digital transformation of customers, who can count on an innovative, inclusive and fully integrated digital platform with the physical network.

UN SDGs SUPPORTED

Consistently with the 2022-2025 Business Plan, Intesa Sanpaolo has continued its path in terms of digitalisation, technological evolution and omni-channelling. In 2024, in fact, the Bank confirmed its constant transformation through the progressive and comprehensive overhaul of the IT platform, efficiency improvements in the operating model and the transition to the cloud. After the commercial launch in 2023 of the new Isybank digital bank, in partnership with the fintech leader Thought Machine, the offer to customers has been further strengthened during 2024 by enriching the product catalogue (for example: prepaid card, credit card, protection products, isyPrestito and isySalvadanaio), maintaining the criteria of simplicity, accessibility, inclusiveness and security of Isybank and the possibility of a direct relationship thanks to the operators of the Digital Branch. The technological modernization of the information system also continued through the extension of the Isytech platform to Intesa Sanpaolo.

In 2025, this platform enabled the launch of new omnichannel products for Intesa Sanpaolo clients, including personal loans, Credit Protection Insurance, ‘SpensieRata’ (Instalment payment), new bank accounts and a new ‘Customer Journey Trasformazione’ to transform old accounts into new ones, ‘Customer Journey Onboarding’, mortgages and investments.

As results, in 2025, Isybank surpassed 1 million customers and continues to grow rapidly, with over 900,000 accounts opened by new customers — 78% of them under-35 — thanks to an onboarding process that takes less than 3 minutes and fewer than 30 clicks to complete. Since its launch, the Bank has also reached 2.9 billion euro in direct deposits, confirming its strong market transaction and customer trust.

As an effective support for the IT evolution process, the two programmes launched in recent years have been completed: ‘New Group Technology’ programme (aimed at the adoption of new IT operating model) and ‘Falcon’ programme (aimed to insource IT skills, reaching a total of about 2,400 resources hired), with the related training process.

As part of the agreement signed with TIM and Google for the migration of a significant part of Intesa Sanpaolo’s information system onto Google’s cloud services (‘Skyrocket’ project), cloud migration continued in line with the schedule, successfully reaching the targets ahead of plan. Since 2022, the Group has also launched the ‘AIxeleration’ program, which has continued to expand the adoption of artificial intelligence across the Group in a sustainable and responsible manner in all divisions. 

In 2025, the International Banks Division continued its efforts to digitalise services across several subsidiaries in Central and Eastern Europe, with significant strides made in the ‘Retail+’ programme. The programme, which was activated in various banks such as PBZ, VÚB Banka, BIB, CIB Bank, ISP Slovenia, ISP Bosnia, ISP Romania, AlexBank, ISP Albania, focuses on two main areas:

• Sales Force Effectiveness – SFE, which maximises the commercial proposal by leveraging tailored support for branch managers;
• footprint optimisation, finding out the optimal physical coverage and service levels in local markets through a dedicated GeoMarketing tool.

Additionally, the ‘Digical’ strategy continued its push for digitalisation of retail and small business services, standardising processes and migrating to advanced technologies across subsidiaries. With regard to the adoption of a common platform, in 2025 IBD has been assessing opportunities to empower the branch application by leveraging a group-wide platform designed to enhance branch operations and streamline end to end processes.

In 2025, the ‘OTTOMILA!’ change management system continued to support the people of the Banca dei Territori Division (BdT) with the aim of achieving the objectives of the 2022–2025 Business Plan. To encourage the sharing of the work carried out by the various entities of the network, within a shared framework of values, and to enhance its effectiveness, the “sharing initiatives” were launched in July 2025, aimed at highlighting more than 100 experiences already available on ‘OTTOMILA!’.

To fully enhance this exchange experience, the ‘Voci dal campo’ (Voices from the field) format was presented in a dedicated version, in which the change management team representatives shared the reasons behind their choices, the methods used to disseminate the initiative, and the tangible value of sharing for their employees. The involvement of employees from BdT central departments and companies continued to expand, thanks to 14 initiatives designed to foster reflection on individual and team dynamics. These initiatives address key aspects such as personal responsibility, contextual awareness, teamwork, sense of belonging, and relationships between different corporate functions.

In addition to environmental and inclusion issues, the focus on digital transformation remains central for the strategic activities of ‘OTTOMILA!’, with particular emphasis on the strategic ‘Isytech’ project, initiatives focused on the adoption of the cloud platform that will progressively support the IT infrastructure of the Group.

The engagement and active participation also continued through ‘Altimetro’, a consolidated and recognised tool in BdT which continues to encourage discussion and dialogue within the workplace, enabling the enhancement of what already works and the joint identification of concrete improvement initiatives.