Company: BCDRF
Filing Date: 2025-10-29
Form Type: 6-K
Source: 0000891478-25-000132
Chunk: 39

Company: Banco Santander, S.A.
Filing Date: 2025-10-29
Form: 6-K
Chunk 39
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 processes at scale while promoting leaner and more agile structures. This enabled us to reduce non-commercial FTEs per million customers by 17% year-on-year, freeing up capacity for commercial tasks and higher value-added customer service. Artificial intelligence (AI) is gaining prominence. We are using AI in the development of software, which is accelerating delivery cycles, reducing maintenance costs and boosting the scalability of solutions across the Group.

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#### Global Technology Platform
. During the year, we have accelerated the convergence towards a common platform. Gravity, our back-end technology, has already been fully implemented in Spain and Chile, and in the process of being rolled out in Mexico in Q4 2025, enabling us to reduce transaction costs and improve response times. In addition, our assisted channels solution is already being used in more than

half of our branches and in our contact centres in Mexico, enhancing productivity and sales. Our new customer interaction platform, which is fully available in Brazil, the UK and Argentina, enables effective hyper-personalization across all channels and segments, increasing sales conversion and strengthening our relationships with customers.

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#### Transformation of the business model.
We remain focused on value creation and positioning the customer at the centre of our management:

• We provide a better customer experience, a simpler offering tailored to our key segments and advanced hyper-personalized tools which enable us to build stronger relationships with our customers. For example, in Portugal, we launched a new loyalty programme where customers can earn points for their banking activity and for purchases at a number of retailers, which they can later redeem for exclusive benefits.

• We differentiate ourselves by promoting the network effect to better serve our customers. By taking advantage of Group's capabilities, we offer our customers a complete value proposition. A good example was the incorporation of Ebury and Tresmares products and services into our corporate offering. Moreover, our business with multinationals is another example of how our scale enables us to offer integrated and differentiated solutions, reflected in the continued growth in total income.

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#### Structural efficiency improvement.
The transformation of our operating and business model continued to drive structural efficiency improvements based on operational leverage and common technology and through enhanced commercial strength, focused on hyper-personalization and value-added services.

| Retail. Customers.September 2025  |
| Thousands and year-on-year change |

|                  |     |     |     | Total Retail |     |     |     |        |     |        |     |     |     |        |     |     |     |        |
| Total