Americas Wholesale and Retail Banking Overview
Digital Progress: Pacific Alliance
+10%
Digital Adoption (%)
3,677
+600 bps
Active Digital
Users (#'000)
3,484 3,846
2,717
1,947
46%
50%
44%
35%
26%
+2,400 bps
+97%
2018
2019 2020
Q3/20 Q3/21
+22%
2018
2019
2020
Q3/20
Q3/21
Active Mobile
Users (#'000)¹
2,830
3,166
2,601
1,847
1,163
+172%
Digital Sales (%)
+700 bps
51%
48%
29%
+3,600 bps
19%
55%
2018 2019
2020
Q3/20 Q3/21
+300 bps
Self-Serve
Transactions
(%)
86%
85% 88%
69%
73%
+1,900 bps
2018
2019
2020
Q3/20
Q3/21
2018 2019 2020
Q3/20 Q3/21
Definitions
Digital Sales (% of retail unit sales using Digital platforms)
Digital Adoption (% of customers with Digital login (90 days) / Total addressable Customer Base)
Digital Users: # of customers who logged into website and/or mobile in the last 90 days
Mobile Users: # of customers who logged into mobile in the last 90 days
Self-serve Transactions: % of Financial transactions through Digital, ABM, IVR, POS
12018 and 2019 use historical estimation based on available mobile user data for Colombia and Chile
166
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