Articles related to Contisystems' cross-cutting areas

Innovating in Customer Communication: The Balance Between Experience, Compliance, and Trust

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At Contisystems’ most recent Executive Lunch, the discussion focused on a challenge that cuts across sectors, channels, and functions within organizations: how to innovate in customer communication without compromising the customer experience, compliance, or the ability to demonstrate what happened when necessary.

The response was examined from three complementary perspectives: the customer experience, the role of compliance in digital journeys, and the use of new communication channels that provide evidence and traceability.

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During the opening session, Duarte Conceição, CEO of Contisystems, revisited some of the key takeaways from the Executive Breakfast held in June at Nova SBE. At the time, the discussion focused on the fundamentals of digital trust: the legal framework provided by eIDAS, the maturity of available technologies, and the existence of real-world examples demonstrating their practical application.

But another question remained unanswered: now that there are solid legal foundations, mature technology, and concrete examples of adoption, where and how can these capabilities be applied to the customer journey? That was precisely the topic the Executive Lunch sought to explore in depth.

Innovation is measured by the effort we save

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In her remarks, Deolinda Sousa, Head of Customer Experience at Vodafone Portugal, posed a simple question: Why are customers still frustrated when organizations have never had access to so much technology?

The answer revolved around an idea that ran throughout the entire presentation: innovation is not measured by the technology implemented, but by the effort we are able to save our customers.

Over the past few years, organizations have added portals, mobile apps, automation, chatbots, and, more recently, artificial intelligence. However, when the customer journey remains poorly designed, technology merely accelerates the arrival at points of friction.

The discussion focused on a reality that is often overlooked: the customer does not see systems, departments, or integrations. They see only the effort required to solve a problem, complete a process, or get an answer. Entering information they have already provided, repeating the same story across different channels, or waiting without understanding what is happening are examples of effort that rarely add value.

Among the key ideas shared, the following stand out:

  • Innovation isn't about adding technology, but about eliminating complexity;
  • A journey should be designed based on the customer's needs, not the organization's limitations;
  • Personalization isn't just about recognizing the customer, but about understanding their intent and context;
  • Automation should free teams from repetitive tasks and allow for greater human involvement in situations that require context, judgment, or accountability.

The presentation concluded with a message that is particularly relevant to any transformation initiative: customers rarely value technology for its own sake. They value experiences that are simpler, faster, more relevant, and more reliable.

The “blind spot” of digital conferences

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The second presentation, led by Didier Rouillard, a partner at DNOW!, addressed a less visible but increasingly relevant topic: the role of compliance and governance in critical communications with customers.

Over the past few decades, communication with customers has evolved from a process centered on producing and sending documents to becoming part of interactive journeys in which the customer is asked to take action, respond, verify information, or complete processes. Examples such as onboarding, KYC, obtaining consent, and contract formalization clearly illustrate this evolution.

This change has brought new requirements. When communication becomes an interaction, it is no longer enough to simply ensure the integrity of the document being sent. It becomes necessary to ensure evidence, traceability, auditability, and the ability to provide proof throughout the entire process.

One of the most significant conclusions of the session was precisely this: in critical communications, the compliance layer is no longer just an add-on. It is an essential part of the trust infrastructure that underpins the relationship between organizations and customers.

WhatsApp Registered: Another Channel, Same Evidence

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João Feliciano de Oliveira, a Specialist Consultant in Digital Trust, wrapped up the morning session by presenting one of Contisystems’ latest innovations: Registered WhatsApp.

As customers spend more time on conversational channels, many organizations are seeking to align themselves with their actual communication habits. The challenge is to do so without losing control, transparency, or the ability to trace the communication path when necessary.

The proposal presented follows precisely this logic. WhatsApp will now be included among the channels subject to monitoring, logging, and certification, similar to what already occurs with email and SMS. The solution makes it possible to capture relevant events from the interaction, generate certified evidence, and preserve a structured chain of evidence.

Case studies were also presented on its use in sectors such as banking, insurance, and utilities, including contracting processes, obtaining consent, contract amendments, debt management, and other communications with legal or economic significance.

A point to keep in mind

If there was one conclusion that cut across all the presentations, it was this: experience, innovation, and compliance are not incompatible goals.

As customers adopt new communication habits, organizations face the challenge of streamlining customer journeys, using the channels best suited to each context, and, at the same time, ensuring transparency, compliance, and trust.

Customer experience, compliance, and the ability to demonstrate what happened are no longer separate issues. In today’s digital journeys, they are all part of the same conversation. And it is in this balance that a significant part of innovation in customer communication lies.

Digital Trust in Practice: How to Transform Critical Processes Without Compromising Security, Legal Validity, and Trust

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Summary of the Contisystems Executive Breakfast, held on June 18 at Nova SB

In a context where artificial intelligence, cybersecurity threats, and regulatory requirements are redefining the way organizations communicate, conduct business, and protect business relationships, Contisystems brought together a group of experts on June 18 at Nova SBE to discuss digital trust in practice. The Executive Breakfast brought together decision-makers from various fields for a practical discussion on how to innovate without compromising security, compliance, and legal validity.

In his opening remarks, Duarte Conceição, CEO of Contisystems, framed the topic by highlighting a paradox that is all too common in organizations: we’ve never had so many technological resources at our disposal, but it’s also never been easier to generate mistrust on digital channels. From fraudulent messages to suspicious calls, not to mention the proliferation of AI-generated content, the challenge is no longer simply about digitizing processes. It has become about ensuring that these processes are understood, secure, auditable, and trustworthy.

AI: Rapid Adoption, Trust Still in the Making

The first presentation was given by Professor António Nogueira Leite of Nova SBE, who also shared the key messages prepared by Pedro Brandão, Head of Digital Transformation at NOS. His presentation was based on a central idea: Artificial Intelligence is becoming the most significant driver of digital transformation, but scaling AI to have a real impact depends on more than just technology. It depends on data, metrics, governance, control, the ability to learn continuously, and, above all, trust.

Despite the widespread adoption of AI in organizations, the professor emphasized that many initiatives still fail to produce measurable results. The problem, in most cases, lies not in the tools themselves, but in how work is redesigned from start to finish. Digital trust, he explained, is not just a technical issue: it involves employees, customers, regulators, managers, and all stakeholders who need to believe that the system is secure and reliable enough to replace, improve, or complement existing processes.

António Nogueira Leite: “Anyone who fails to adopt AI—no matter how successful they may have been in the past—will end up with less of everything.”

NOS’s experience served as a practical example of an approach that combines strategic vision with incremental execution. Rather than waiting for a perfect strategy before taking action, the organization has been working with pilot projects, continuous learning, and “hub-and-spoke” governance models, in which there is central coordination but also the capacity for implementation across the various business units. Among the cases presented were virtual customer service assistants, intelligent automation in invoice processing, support for salespeople through integrated data, and mechanisms for human oversight of AI agents.

The message was clear: AI only creates value when it is accompanied by well-managed data, redesigned processes, ongoing auditing, risk analysis, and mechanisms for human intervention. The “human in the loop” does not disappear; rather, its role changes, often shifting from manual execution to supervision, correction, and continuous improvement of the systems.

The Legal Framework: Trust Is Also Built on Evidence

Following the discussion on AI, Joana Pinto and Ana Bastos, partners at Antas da Cunha ECIJA in the Digital Contracting & Compliance practice, outlined the legal framework for digital transactions, electronic signatures, and trust services. Their presentation began with a simple question—“Who still prints, signs, and sends contracts by registered mail?”—to demonstrate that the digitization of transactions is already the dominant reality. The key question is whether, in the event of a dispute, there is sufficient proof of identity, the integrity of the content, and the time of communication.

The experts explained that the eIDAS Regulation has harmonized, at the European level, the requirements applicable to electronic signatures, digital identity, and trust services. This harmonization allows digital documents and communications produced in one Member State to be recognized in others, provided they meet the applicable requirements and are supported by qualified service providers.

Several levels of electronic signatures were distinguished: the simple signature, which has the least probative value; the advanced signature, which allows the signer to be identified and alterations to be detected; and the qualified signature—such as the Digital Mobile Key or the Citizen Card—which provides a higher degree of assurance. The same reasoning applies to qualified registered emails, which may have enhanced evidentiary value when issued by recognized entities and meeting requirements such as identification of the sender and recipient, a qualified time stamp, protection against alterations, and a record of operations.

Joana Pinto: “When there is a legal presumption, it is up to the other party to prove that this is not the case.”

This point was one of the most important of the morning: the use of certified services is not just for digitization; it serves to alter the burden of proof for organizations in the event of a dispute. When there is a legal presumption, the burden of proof may shift to the opposing party, making the process more robust for the party presenting the documentary evidence.

Ana Bastos: “A registered email, if sent by a qualified partner and in compliance with the eIDAS requirements, is equivalent to a registered letter with acknowledgment of receipt.”

The speakers acknowledged that the courts are still in the process of adapting to this digital reality, but argued that this path is inevitable: as case law evolves and judicial actors become more technologically literate, the use of qualified digital evidence will tend to become increasingly commonplace.

The Universo Case: Going Digital Without Sacrificing Robustness

The practical application of these principles was demonstrated by Pedro Monteiro, Director of Collections Operations & Strategy at Universo, in a conversation led by Filipa Castela. The case study presented focused on notices of contract termination, a critical process in the context of consumer credit and debt collection. Before digitization, these notices were sent by certified mail, with all the associated costs, delays, and archiving challenges.

Pedro Monteiro explained that, upon termination of the contract, the financial institution makes significant changes to the customer’s payment plan and begins demanding payment of the entire debt. Therefore, it was essential that any digital solution be able to prove that the customer had been properly notified and that the communication met legal and regulatory requirements.

The decision to choose Contisystems’ solution was based on three factors: European certification, legal and technical support, and previous positive experience with other mass communication processes, such as sending statements. The project was described as a process-oriented initiative—not merely a technological one—requiring a rigorous mapping of the steps, critical points, and business requirements.

Pedro Monteiro: “It was probably the technology project that caused us the fewest problems after it went into production.”

Among the most significant benefits, Pedro Monteiro highlighted the streamlining of record-keeping and information retrieval, particularly in later stages of debt collection, legal proceedings, regulatory requests, or the sale of NPL portfolios. Documentation is no longer scattered, difficult to locate, or dependent on manual processes.

Pedro Monteiro: “We’ve seen unexpected benefits, particularly in terms of filing this information, which used to be a nightmare before this implementation.” (…) “The cost savings from this process are incredible.”

Universo’s final advice to other organizations was straightforward: move forward. Not because digital will immediately replace all traditional channels, but because it allows for the creation of more robust hybrid processes, with lower costs, greater speed, better traceability, and the ability to maintain physical alternatives when necessary.

Digital communications as end-to-end certified processes

João Feliciano de Oliveira, a Business Consultant and Trust Services specialist at Contisystems, shared his operational perspective and the most common use cases. His presentation was organized around three key words: risk, impact, and evolution. His first piece of advice was to involve compliance teams from the very beginning, so that risk assessment, regulatory interpretation, and business objectives can progress in tandem.

In terms of impacts, João Oliveira highlighted very concrete financial and operational gains. Processes that can take days or weeks via physical mail can now be tracked in seconds, with records of sending, receipt, link clicks, OTP usage, authentication via Digital Mobile Key, signatures, and other relevant interactions. In this context, Contisystems acts as a “digital notary for the transaction,” ensuring traceability and proof of content.

João Feliciano de Oliveira: “Bring your compliance team to the table on the first day. (…)”

The presentation covered several possible channels—email, SMS, WhatsApp, and push notifications—and emphasized that the choice should depend on the customer journey, legal requirements, and the desired level of security. In some situations, the recommendation is to combine channels; for example, following up a notification in the customer portal with a certified communication via email or SMS, in order to ensure future proof of the content and the interaction.

João Feliciano de Oliveira: “We’re talking about trading at least a week for seconds.”

Examples were also presented in the banking, insurance, and utilities sectors: opening accounts, credit agreements, default notices, contract amendments, disconnection notices, claims processing, and the collection of confirmations or signatures. In all cases, the logic is the same: to integrate certification into the existing process, ensure legal validity, and make future searches simpler, faster, and more auditable.

A common conclusion: digital trust is strategy, process, and evidence

In his closing remarks, Duarte Conceição revisited some of the key ideas from the morning: scaling with confidence is not just a technological challenge; it is a challenge involving processes, data, governance, testing, and user experience. The technology already exists, but its value depends on how it is integrated into organizations’ critical processes.

The event’s main message was this: digital trust cannot be built through innovation alone. It is built through a legal framework, informed technological choices, the involvement of the right teams, clarity in processes, audit capabilities, and a commitment to the future of information. From AI to registered emails, from digital signatures to certified workflows, the goal is the same: to enable organizations to communicate, conduct business, and evolve in the digital realm with security, efficiency, and credibility.

Executive Breakfast: Digital Trust – The Challenge Facing Today’s Organizations

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In the face of increasingly sophisticated digital threats—driven by advances in artificial intelligence—trust is no longer an abstract concept. It has become anoperational necessity. 

Organizations are facing a landscape in which cybersecurity, data protection, and the reliability of digital interactions are critical to business success. And in this context, the question is no longer whether digital trust is important—buthow to ensure it in practice. 

With this goal in mind, Contisystems is hosting theExecutive Breakfast – Digital Trust in Practice, an event that will take place on June 18 at NOVA SBE. 

From strategy to execution 

This event is designed for decision-makers who deal with the impacts of digital transformation on a daily basis, in an environment where technology, regulation, and risk evolve in tandem. 

Rather than merely discussing concepts, the focus is on reality: how organizations are responding to these demands and how they are addressing the issue of digital trust in specific processes. 

A space for dialogue among decision-makers 

In an intimate, discussion-oriented setting, the Executive Breakfast brings together different perspectives on a shared challenge: building trust in an increasingly demanding digital ecosystem. 

It’s an opportunity to listen, ask questions, and reflect on what’s actually working—and what still needs to be adjusted.

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Payments are becoming increasingly invisible: security, trust, and the “Done already!?” experience

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The way we pay is changing. And, interestingly, the more it evolves, the less we notice it.

This was one of the most striking insights from the SmartPayments Congress 2026, held on May 12, where Contisystems was present to closely monitor the key trends, challenges, and opportunities in the payments sector. In a rapidly changing market, the discussion is no longer just about making payments faster or digital. It’s also about making them more secure, simpler, and, above all, more integrated into the consumer experience.

Ultimately, the future of payments seems to be moving toward a clear goal: for customers to be able to discover, choose, buy, and pay almost without realizing it. No friction. No unnecessary steps. No sense that technology, rather than helping, is making things more complicated.

But for this “invisibility” to work, there is one essential condition: trust.

Security and trust at the heart of financial innovation

At an event featuring discussions relevant to the sector’s future, Maria Tereza Cavaco of the Bank of Portugal highlighted the growing importance of digital security and trust. As payments become faster and more integrated into daily life, the risks associated with fraud also increase, particularly cases of impersonation, in which criminals pose as legitimate entities or individuals to deceive consumers.

This is an increasingly critical challenge for the financial market. Ease of use must not compromise security. On the contrary, the simpler the user experience, the more robust the mechanisms protecting it behind the scenes must be.

The responsibility of banking institutions for absorbing financial losses associated with certain types of fraud was also emphasized, an issue that underscores the need for prevention, detection, and an effective response. In this context, the future PSR Regulation is expected to bring greater alignment to the sector, contributing to a more consistent approach to risk mitigation.

Another key topic was the Digital Euro, identified as a strategic priority and expected to become a reality as early as the summer of 2027. Its implementation could represent a significant shift in how citizens, businesses, and institutions interact with digital money, requiring new approaches to infrastructure, security, and user experience.

Also regarding consumer protection, Norberto Rosa of the Portuguese Banking Association noted that an amendment to the telecommunications law is currently underway that will allow for the blocking of fraudulent phone calls. This measure could have a significant impact on combating scams that often begin with a seemingly legitimate phone call.

Simpler, clearer, and more protective credit

The transformation of payments does not happen in isolation. It is linked to the entire financial ecosystem, including consumer credit and the solutions available to merchants.

Joana Cardoso of Credibom highlighted the importance of making the credit experience simpler, clearer, more transparent, and more protective. This perspective takes on particular significance in an increasingly demanding European regulatory environment, where consumer protection and clear information play a central role.

For merchants, this development also presents an opportunity. More intuitive and seamlessly integrated credit processes can enhance the shopping experience, reduce barriers to purchase, and build trust among consumers, partners, and financial institutions.

Tiago Vilaça, speaking on behalf of ANICA and MATFIN, emphasized the importance of organizations that develop support tools for the financial sector. Their contribution is essential to ensuring that European regulations, when transposed into national law, take into account the specific needs of the various market participants.

Listening to the various stakeholders before enacting legislation is, therefore, more than just a best practice. It is a way to create balanced, practical, and useful solutions for everyone: consumers, merchants, financial institutions, and technology partners.

Frictionless shopping: when payment almost disappears

In the retail sector, the evolution of the shopping experience was one of the most interesting topics at the event. Pedro Penedo, of Perfumes & Companhia, pointed to a future in which the sales process becomes increasingly invisible.

This does not mean that the payment ceases to exist. It means that it is no longer an obstacle.

Customers want to walk into a store—whether physical or digital—discover products, compare options, make a decision, and complete their purchase in a natural way. Payment should happen at the right moment, securely and simply, without interrupting the experience. This is where technology plays a crucial role: integrating processes, reducing friction, and making the journey more seamless.

This idea was reinforced by Sérgio Miguel of Worten, who summed up current consumer expectations very clearly with the phrase: “Is it ready yet!?”

The phrase is simple, but it says a lot. It captures the pleasant surprise of someone who completes a purchase without any hassles—no lines, no endless forms, and no unnecessary steps. It also reflects what many consumers now expect as standard: speed, convenience, and trust, both online and at physical retail locations.

This is precisely where the challenge lies for companies. It’s not enough to simply provide technology. It’s necessary to design processes that make sense to people. The best experience is often one in which complexity is hidden from the user’s view.

Contisystems' role in this transformation

In this rapidly changing landscape, Contisystems plays an active role as a technology partner for organizations that want to keep pace with developments in the financial and payments markets.

Our vision aligns with what the SmartPayments Congress 2026 made clear: the future of payments will be increasingly secure, simpler, and more integrated. To achieve this, it is essential to ensure effective, personalized, and secure communications, as well as interaction processes capable of meeting the expectations of increasingly demanding consumers.

Innovation in this sector isn’t measured solely by transaction speed. It’s measured by the trust it instills, the clarity of the experience, and the ability to simplify what, behind the scenes, can be highly complex.

It is this balance between technology, security, and user experience that we have been working to achieve. We help our clients optimize their processes, improve communication with their audiences, and create more efficient interactions, always with a focus on trust and the quality of the experience.

The future of payments will be simple—but not simplistic

The key takeaway from the SmartPayments Congress 2026 is that simplicity will be one of the key words shaping the future of payments. But simplicity does not mean a lack of rigor. On the contrary: the smoother the consumer experience, the more robust the infrastructure supporting it must be.

Seamless payments, more transparent credit, fraud prevention, European regulations, the Digital Euro, and new retail experiences are all part of the same transformation. A transformation that requires collaboration among financial institutions, regulators, merchants, and technology partners.

For Contisystems, participating in this discussion is also a way to reaffirm our commitment to responsible innovation. We want to continue supporting our customers in building safer, more efficient, and future-ready processes.

Because, in the end, the best technology is often the kind that does its job so seamlessly that the user just thinks, “Is that it!?”

How Unicre Managed an Operational Transition Process with the Support of Contisystems

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During an operational transition, rapid response and the ability to coordinate across teams are critical to ensuring continuity, consistency, and security in all communications.

This was the challenge Unicre faced during a particularly demanding period, which required adapting nearly 100 document templates, changing sender addresses, and making other operational adjustments within a very tight deadline: about three weeks.

Given the scale and sensitivity of the operation, this project involved several areas of the organization, including IT and digital systems, application development and integration, marketing, customer support, and operations. The need to align teams, ensure rapid execution, and maintain normal business operations made this process particularly challenging.

In this context, Contisystems took on a hands-on and responsive role, supporting Unicre throughout the entire process and helping to ensure that the necessary changes were implemented with precision, coordination, and a strong sense of commitment. The tight deadline made this project particularly challenging, and the ability to deliver within that timeframe was a critical factor in the success of the transition.

More than just ensuring technical and operational adjustments, this project highlighted the value of a partnership built on responsiveness, professionalism, and a commitment to delivering results. In projects of this nature, where timing is just as important as execution, having a partner capable of responding quickly makes all the difference.

“We would like to highlight the dedication, professionalism, and true partnership that Unicre shares with Contisystems. They are a team that is always ready to tackle any challenge, with a clear commitment to meeting deadlines.”

Filipa Torres, Director of Operations and Customer Service, Unicre

Accessibility as a Pillar of Trust and Autonomy

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The relationship between customers and banking institutions is based, above all, on trust. Every day, millions of people depend on banks to manage their money, make payments, consult financial information, or make important decisions about their future. However, for a significant portion of the population, access to these services continues to present barriers that often go unnoticed.

For people with visual impairments or other functional limitations, seemingly simple tasks—such as reading a statement, understanding a digital contract, or using a card at an ATM—can become complex challenges. When banking products and services are not designed with accessibility in mind, a silent inequality in access to the financial system is created.

In an industry where customer experience, trust, and security are paramount, ensuring accessibility is not just a matter of social responsibility. It is also essential to ensuring that all customers can interact with banking services independently, securely, and without relying on others.

The importance of truly accessible banking

The accelerated digitization of the banking sector has brought numerous advantages: greater speed, convenience, and new channels of interaction. However, this transformation also requires institutions to rethink how information and products are made available to customers.

If documents, platforms, and financial instruments are not designed with accessibility criteria in mind, there is a risk of excluding some users. A truly inclusive bank ensures that all customers, regardless of their abilities, can access information, understand services, and use them independently.

This commitment to accessibility enhances not only inclusion, but also the overall quality of the customer experience.

Accessible digital documents: information without barriers

Much of the relationship between banks and customers today takes place through digital documents. Contracts, statements, communications, and notifications are often made available in electronic format, making it essential that this content is accessible to all users.

Accessible digital documents are structured in such a way that they can be correctly interpreted by assistive technologies, such as screen readers. The use of a clear hierarchy of headings, logical reading of content, and correct marking of elements allows information to be navigated and understood by people with different needs.

In addition to improving the customer experience, document accessibility is also gaining relevance in the European regulatory context. The European Accessibility Act, and its transposition into national law through Decree-Law No. 82/2022, reinforce the importance of ensuring that certain digital services and content are designed with accessibility criteria in mind.

For banking institutions, preparing accessible digital documents is not only a response to emerging legal requirements, but also a way to ensure that all customers can access financial information independently and securely.

Bank cards designed for everyone

Bank cards remain one of the most widely used means of payment in everyday life. However, their use can present difficulties for visually impaired customers, especially when it is necessary to identify the card or understand the correct orientation for its use.

A simple and effective solution is to use cards with indentations, which allow the correct position of the card to be identified by touch. This small detail makes it easier to insert cards into ATMs and payment terminals, making the process more intuitive and secure.

Another relevant solution is the customization of cards with Braille, allowing information to be identified directly on the card. This feature significantly increases user autonomy, reducing dependence on third parties to perform banking operations.

Inclusion as a strategy for the future of banking

In an industry increasingly focused on customer experience, accessibility plays a strategic role. Banks that integrate principles of inclusion into their product development demonstrate a broader vision of the service they provide to society.

By investing in affordable solutions, financial institutions can:

  • Promoting greater autonomy for all customers
  • Improve the overall experience of using the services
  • Strengthen trust and closeness with customers
  • Demonstrate leadership in social responsibility and innovation

More than just complying with requirements or trends, it is about building a financial system that is truly prepared to serve the entire population.

Solutions for more accessible banking

The implementation of inclusive solutions can be done in a practical and effective way, integrating improvements in documents, payment methods, and customer contact points.

We support your company in adopting solutions that promote a more accessible financial experience, namely through:

  • Production of accessible digital documents, compatible with assistive technologies and prepared to respond to good accessibility practices;
  • Supply of bank cards with indentations, which make it easy to distinguish the card and identify its orientation for use in ATMs;
  • Customization of cards with Braille, promoting greater autonomy for visually impaired customers.

We believe that inclusion should be part of the natural evolution of banking. By making products and services more accessible, financial institutions not only better respond to their customers' needs, but also contribute to a more equitable financial system that is prepared to serve everyone.

What if sustainability is the key to efficiency?

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Sustainability in banking is no longer just an environmental commitment; it has become a strategic factor in efficiency, innovation, and competitiveness. In Portugal and the European Union, banks face a dual challenge: responding to an increasingly stringent regulatory framework while aligning themselves with the expectations of customers who value responsible and digital practices.

In this context, the digitization of processes and the adoption of sustainable solutions—such as bank cards with a lower environmental impact—play a central role in the transformation of the financial sector.

Sustainability in banking

In the banking sector, sustainability is increasingly translating into concrete operational decisions. It is not just a matter of financing green projects or complying with ESG requirements, but of rethinking the way banks operate on a daily basis: less waste, more efficiency, and a better customer experience.

Digitization is one of the main drivers of this change, enabling a reduction in the consumption of natural resources and making operations more agile, secure, and scalable.

Sustainable bank cards:

Bank cards remain one of the most widely used instruments by customers. According to data from the European Central Bank, there are more than 500 million payment cards in circulation in the euro area, with average renewal cycles of between 3 and 4 years. This reality means that the choice of materials used has a significant environmental impact.

Replacing virgin PVC with recycled plastic ( rPVC) or alternative materials, such as PLA, significantly reduces the carbon footprint associated with card production. Payment networks such as Mastercard and Visa report CO₂ emissions reductions of 30% to 40% over the card's life cycle.

For banks, these solutions represent not only a concrete environmental contribution, but also a clear way to communicate their commitment to sustainability to their customers.

Process digitization: fewer resources, greater efficiency

While sustainable cards are the most visible aspect of the change, it is the digitization of banking processes that is having the greatest structural impact.

The dematerialization of documents, digital onboarding, electronic signatures, and the automation of internal flows make it possible to drastically reduce operating costs and emissions associated with transportation and physical archiving. The European Commission identifies the digitization of the financial sector as one of the pillars for increasing the efficiency and sustainability of services in the European Union.

Fully digital processes enable faster response times and reduce manual errors, consistently improving the customer experience.

Operational efficiency and sustainability go hand in hand

Contrary to what some may still believe, sustainability and operational efficiency are not opposing goals. On the contrary: they reinforce each other.

The European Banking Authority has emphasized that improving operational efficiency—through automation and systems integration—directly contributes to mitigating ESG risks and to more sustainable management of financial institutions.

Simpler, digital processes reduce unnecessary resource consumption and free up teams for higher-value activities such as customer support, risk analysis, or product innovation.

Sustainability starts from within

Sustainability is built every day through consistent technological and operational decisions. It starts with how processes are designed, digital channels are used, and the impact of operations is measured.

Responsible digitization, combined with sustainable solutions such as bank cards with a lower environmental impact, makes it possible to create a banking model that is more efficient, more resilient, and more aligned with the European Union's environmental goals.

In a constantly evolving sector, true differentiation will lie with banks that manage to integrate sustainability and operational efficiency at the heart of their digital transformation, rather than as a consequence of regulatory requirements.

Satisfied customers do not appear by chance

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At Contisystems, our relationship with customers has always been more than just the delivery of technology or specialized services. It is a relationship built over time, based on trust, consistency, and a real ability to solve complex problems. The latest results of our satisfaction survey confirm this: our customers value the way we work—and they do so clearly and consistently.

The indicators reveal a very positive trend in all metrics analyzed. Participation in the survey reached an all-time high, which in itself is a significant sign: when customers respond, it is because they feel involved, listened to, and interested in the relationship. More importantly, recommendation and overall satisfaction rates are clearly on an upward trajectory, consolidating a pattern that is not temporary but sustained over time.

This performance is consistent across all areas of our business. Regardless of the division or type of service, the trend is consistent: high levels of satisfaction and a very positive perception of how we work. This reflects a common culture, shared by different teams, but aligned in the same way of being— technical rigor, proximity, responsibility, and focus on results.

“Contisystems is a solid, experienced player with a strong focus on security and digitization in the customer communication management (CCM) and payment solutions market.”

–Customer feedback in the November 2025 survey

The true impact of these indicators is revealed in how relationships evolve over time. When there is trust, working together becomes simpler, more effective, and more aligned with the evolving challenges of each client. The results now obtained reflect this continuous journey, made up of collaboration, active listening, and constant improvement.

This level of trust becomes even more significant when we look at our customer base. We work with almost all banks operating in the market, with almost all insurance companies, and with a very significant number of companies in the utilities, telecommunications, and other critical sectors of the economy. These are demanding, highly regulated organizations with high standards of security, reliability, and continuity. The fact that they continue to work with us—and recommend us—is, in itself, a strong indicator of the quality of our work.

“A company I have been working with for over 20 years and never disappoints.”

–Customer feedback in the November 2025 survey

The survey results thus help shape something that is built on a daily basis: stable, demanding, and lasting professional relationships based on a consistent way of working, listening, evolving, and taking responsibility. It is this path—validated by our clients—that we continue to follow, aware that even excellent results are always a starting point for doing better.

“Always available to listen to customers and help with suggestions to solve problems.”

–Customer feedback in the November 2025 survey

Of course, viewing these results as the end goal would be a mistake. Even with very positive indicators, we know that there is always room to evolve, refine processes, and further enhance our customers' experience. It is precisely this attitude—never considering the job done—that has brought us this far and will continue to guide our path.

Environmental sustainability at Contisystems: a commitment we live every day

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At Contisystems, we believe that environmental sustainability is not an isolated objective, but a way of being. It is present in our decisions, in the relationships we build and in the way we look to the future. We believe that corporate sustainability is the only possible path - not just to reduce impacts, but to create genuine and lasting value for people, the planet and our customers.

Our track record in this area is solid and measurable, supported by recognized certifications, rigorous monitoring and global commitments. Rather than following trends, we choose to act responsibly and transparently.

FSC® certification: communicating with awareness

FSC® (Forest Stewardship Council) certification was one of the first milestones in our commitment to the environment. This seal guarantees that the paper used in our processes comes from responsibly and sustainably managed forests, ensuring traceability and respect for ecosystems and local communities.

For our customers, the choice of FSC-certified materials represents a opportunity to strengthen the reputation of your brands and communicate from shape in a more conscious and sustainable way. It's a choice that adds value to each message and reinforces trust with your customers.

ISO 14001: turning commitment into practice

With ISO 14001 certification, we have implemented an environmental management system that guarantees continuous improvement in our performance. This international standard guides us in identifying and reducing environmental impacts, managing resources efficiently and promoting an internal culture of responsibility.

ISO 14001 translates into concrete practices that make our operation more efficient and our impact more controlled - benefits that are also reflected in the solutions we deliver to clients.

Carbon footprint: measure to reduce

Through our partnership with Carbon Quota, we have taken a fundamental step by measuring our carbon footprint. This process allows us to quantify the emissions associated with our activities and define reduction plans based on real data.

Measuring is the first step to taking action. Based on this information, we are implementing measures that reduce energy consumption, optimize production processes and minimize emissions. The result is a cleaner operation and a more sustainable value chain for everyone who works with us.

Ecovadis: international recognition

Our commitment to environmental responsibility, labour practices and business ethics has been recognized by Ecovadis, which awarded us a bronze medal. This distinction is the result of an independent, international assessment that confirms Contisystems' positive performance in crucial areas of sustainability.

Receiving this medal is a source of pride, but also an incentive to keep improving. Sustainability is a continuous journey - and every step counts.

United Nations Global Compact: aligning with the Sustainable Development Goals

By signing up to the United Nations Global Compact, we have formalized our commitment to the Ten Principles that guide companies around the world on issues of human rights, labour practices, the environment and the fight against corruption.

This membership reinforces our responsible action and our direct contribution to the Sustainable Development Goals (SDGs), integrating Contisystems into a global network of organizations committed to creating positive impact.

Deserves: recycling technology, inspiring change

O Merece is a business movement created by Contisystems dedicated to recycling cards with electronic components, such as payment or identification cards. The aim is simple and concrete: to reduce environmental impact by promoting the recovery and transformation of materials that would otherwise be sent to landfill.

The initiative also gave rise to the Merece store, a space where we value and promote projects and products that share our values of sustainability and responsible innovation.

Merece is thus more than an environmental action - it's a way of showing that technology and responsibility can coexist, and that small choices have the power to generate big changes.

Corporate sustainability that generates shared value

Each certification, each monitoring and each initiative has a common purpose: to generate sustainable value.

For our customers, this means working with a partner who acts responsibly, transparently and in line with current environmental requirements.

We know that sustainability is not just a goal - it's an ongoing journey. We will continue to invest in greener technologies, processes and materials, while maintaining the same rigor that has always characterized us.

Choosing Contisystems is choosing a cleaner, more ethical and future-proof value chain - a partner that genuinely combines innovation, efficiency and environmental sustainability.

Green Cloud study: Contisystems' perspective

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Sustainability and safety: two sides of the same coin

The 4th Green Cloud Study by iSMS Forum Spain highlights that sustainability is no longer just about the environment. In the cloud, cybersecurity, efficiency and sustainability are inseparable: protecting infrastructures increases energy consumption and optimizing without control creates vulnerabilities. This vision mirrors the stance of Contisystems, a member of the MailComms Group, which is a member of the iSMS Forum Spain. We participate in initiatives such as the Pacto de Ciberseguridad Sostenible and share the conviction that an ethical, green and secure cloud is imperative.

Regulatory references and evolution of the concept

The study reminds us that innovation in the cloud must take into account the European legislative framework. The Digital Operational Resilience Act (DORA), applicable since January 17, 2025, harmonizes operational resilience rules for banks, insurance companies and other financial services. The Corporate Sustainability Reporting Directive (CSRD) requires large companies to disclose environmental and social risks and impacts in 2024, with reports to be published in 2025. The NIS2 (Network and Information Security Directive), in force since January 2023 and transposed until October 2024, establishes a common cybersecurity strategy for 18 critical sectors and imposes risk management measures on medium and large companies. These standards have a direct impact on our customers; at Contisystems we integrate compliance and good resilience practices into our solutions.

Since its first edition, the iSMS Forum has delved into the concept of the Green Cloud. The inaugural edition diagnosed the escalating energy consumption of the cloud. The second focused on critical infrastructures and data centers, drawing attention to metrics such as PUE (power usage effectiveness) and the importance of renewable energies. The third addressed Green Cloud Engineering, sustainable artificial intelligence and governance models for digital decarbonization. The current edition renews the commitment to accessible technical dissemination, reinforces the importance of balancing cybersecurity and efficiency, and highlights the role of the Sostenible Cybersecurity Pact, signed by Mailcomms, as a driving force for change.

As it has done historically, and now as part of the MailComms Group, Contisystems puts sustainability at the heart of its solutions. We recognize that the future of the cloud depends on a balance between security, efficiency and environmental responsibility, and we work with customers and partners to build a digital ecosystem where trust and respect for the planet go hand in hand.