2022-24 Strategic Plan Update

BUSINESS MODEL At the forefront of digital transformation - • IMPROVING FLEXIBILITY, SCALABILITY AND EFFICIENCY OF IT INFRASTRUCTURE Gradually shifting to cloud processing and solutions → 30% cloud adoption by YE23 (vs. 25% 2022) 1,117 applications managed in the cloud and ~84% significant incidents resolved in <4 hours High-quality and inter-connected data centres (DPCs) to support and develop Group activities → 240,604 M transactions processed in 2023 (+12% yoy); ~30K transactions/per second Extended use of agile methodology →⇒ 88% of IT personnel with Agile training (80% 2024e target) CONTINUED INVESTMENT IN CYBERSECURITY €60 M budget in information security by 2023 OCSIRT.es FIRST Framework TIBER-E Advanced cybersecurity model, certified under international standard ISO 27001, CSIRT and FIRST; with a team of specialists 24/7 and established as CERT official (1) INFOPROTECT. todos gege in informacie Continued training for all employees→ 96% completed cybersecurity courses in 2023 Benchmarks: 810/900 by BITSIGHT vs. 800 peer avg. (2); 4.5/5 by CNPIC (3) vs. 4.3 peer avg.; 100/100 by DJSI vs. 89 peer average (4); 8.53/10 by ISMS vs. 7.57 peer average(5) SYSTEMATIC APPLICATION OF DATA ANALYTICS ACROSS THE ORGANISATION Data and analytics are a bedrock that supports our transformational journey BIG DATA: a single information repository → 22 TB data managed daily (vs. 20 TB in 2022) ROBOTICS: 502 cases with robotic implemented in 2023 Al: ~8.9 M conversations started between branch-employees and virtual assistant (vs. c.7.3 M in 2022); 15 cognitive assistants to provide support during administrative procedures CaixaBank €1,263 M INVESTMENT IN TECHNOLOGY AND DEVELOPMENT +20.2% yoy 2023 (1) Since 2015, Infoprotect integrates all the security awareness initiatives aimed at all employees to protect information and to foster a company-wide culture of global security Bimonthly security newsletter with security news and recommendations. (2) Average Spanish financial institutions. Ratings on scale of 0-900. (3) CNPIC Cyber Resilience Report 2023. (4) Dow Jones Sustainability index 2023. Information security. (5) ISMS Forum Multisectorial Cyber Exercices 2023. 23

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