Challenges in adapting to digital banking from the perspective of a Caixa Geral de Depósitos agency.

Digitalization has revolutionized the world as we know it, and the banking sector has been at the forefront of innovation and integration of technology in its operations. Mobile banking continues to be crucial for banks’ digital presence, though it is being threatened by the advent of technological trends and old-fashioned cultural habits. The present internship report at CGD aims to understand the challenges in transitioning to the digital era of banking, from the clients’ difficulties to the opinions of sector professionals. Moreover, this study seeks to provide solutions to improve service at a branch level.