Global banks are increasingly placing artificial intelligence at the centre of long-term growth strategies, using data and automation to drive profitability, scale and customer engagement.
Banco Santander is stepping up its use of artificial intelligence and data-driven technology as part of a broader strategy to grow profits, expand its customer base and improve operational efficiency over the coming years.
The bank has set a target of generating more than €20 billion in profit by 2028, a significant increase from the record attributable profit of €14.1 billion achieved in 2025. At the same time, Santander aims to grow its global customer base to over 210 million, up from around 180 million at the end of 2025.
AI and technology at the core of Santander’s strategy
The targets form part of Santander’s 2026–2028 strategic plan, which was presented to investors at the bank’s recent Investor Day in London. Central to the plan is ONE Transformation, a group-wide initiative designed to scale common technology platforms across Santander’s global operations.
The programme focuses on embedding data and artificial intelligence directly into business lines, with the aim of delivering more personalised customer experiences while structurally lowering operating costs.
According to Santander, AI-driven capabilities will support hyper-personalised customer journeys, improved decision-making and more efficient execution across retail and commercial banking.
Efficiency and profitability targets
Santander expects its technology and AI investments to deliver more than €1 billion per year in combined cost savings and incremental revenues. These gains are expected to contribute around one percentage point of improvement in the bank’s cost-to-income ratio, supporting a targeted efficiency ratio of approximately 36% by 2028.
The bank is also targeting a return on tangible equity (RoTE) above 20%, underpinned by mid-single-digit revenue growth and ongoing reductions in total operating costs.
Expansion in the United States
Alongside its digital transformation efforts, Santander is expanding its footprint in the United States. Earlier this month, the bank announced plans to acquire the holding company of Webster Bank in a transaction valued at $12.2 billion, subject to regulatory approvals and customary closing conditions.
Once completed, the deal is expected to position Santander among the top 10 retail and commercial banks in the U.S. by assets, as well as a leading deposit franchise across key Northeastern states.
Santander’s U.S. leadership has said the acquisition strengthens the bank’s commercial banking capabilities and supports its ambition for sustainable, long-term growth in the market.
Key takeaways
- AI is becoming central to bank-wide growth strategies
- Data-driven models are enabling hyper-personalised banking
- Technology investments are driving efficiency and cost reduction
- Expansion strategies are combining digital and geographic growth
- Banks are targeting stronger returns through AI-led optimisation
