Consumers: Intesa Sanpaolo and CNCU renew cooperation through 2029
16 October 2026
Intesa Sanpaolo and the Consumer Associations of the National Council of Consumers and Users (CNCU) have signed the new “Innovating Relationships 4.0 2027-2029” Framework Agreement, renewing a long-standing collaboration and reaffirming their shared commitment to protecting consumers and supporting customer satisfaction through ongoing dialogue.
The agreement introduces more flexible and participatory consultation mechanisms, with particular attention to digital innovation, artificial intelligence and the evolving relationship between consumers, banks and the wider financial system. The initiative aims to foster a continuous exchange on emerging customer needs and changing market dynamics.
“Digital technology and artificial intelligence are important tools for making services simpler, more accessible and closer to people’s everyday needs, but they remain tools that support human relationships. For Intesa Sanpaolo, listening, dialogue and proximity to consumers continue to be central elements of the Bank’s approach”
Stefano Barrese, Head of Intesa Sanpaolo’s Banca dei Territori Division
The new framework agreement follows previous agreements signed in 2019, 2021 and 2024.
Strengthened dialogue on emerging needs
The agreement enables participating Consumer Associations to request dedicated consultation sessions based on emerging topics and consumer priorities, either in person or through digital channels.
The new approach replaces a more rigid thematic structure and creates a framework designed to adapt quickly to the evolving needs of consumers and developments in the banking, financial, insurance and pension sectors.
Key areas of discussion include:
- banking, financial, insurance and pension services
- financial, insurance and pension literacy
- digital innovation and artificial intelligence
- regulatory and market developments
- permanent conciliation activities.
The collaboration will also continue through Quick Training, the programme developed by Intesa Sanpaolo together with the Consumer Associations to improve awareness and understanding of digital banking tools and services.
The Consumer Associations signing the agreement are: Acu, Adiconsum, Adoc, Adusbef, Altroconsumo, Ass. Utenti Servizi Radio TV, Assoutenti, Casa del Consumatore, Cittadinanzattiva, Codici, Codacons, Confconsumatori, CTCU, Federconsumatori, Lega Consumatori, Movimento Consumatori, Movimento Difesa del Cittadino, U.Di.Con, Unione Nazionale Consumatori and Federazione Nazionale Acp – Aiace – Sdc.
Last updated 16 October 2026 at 10:11:39
