Banking and insurance companies are undergoing an unprecedented digital transformation process that is revolutionising customer experience, risk management practices and operational efficiency. In fact, just two years ago, banking in Spain was positioned as the most digitally mature in the world. Technologies such as blockchain, artificial intelligence or the Internet of Things are being implemented on the rise to democratise operations and advance in a new industry paradigm. In this regard, market reports reveal that 47% of banks worldwide are already planning to integrate AI in order to respond to the growing demands of their users in optimising processes.