Global Finance spoke with Rafael Ernesto Barrientos Interiano, Director of Technology and Digital Transformation at Banco Cuscatlan, about innovations in banking in Latin America and how Banco Cuscatlan uses technology to create a better customer experience.
Global Finance: How have technology and innovation transformed banking in Latin America?
Rafael Ernesto Barrientos Interiano: Technology and innovation have broken down geographical barriers, reduced wait times, and offered more personalized and secure services. Banco Cuscatlan has led this transformation through a deep digital overhaul, enabling access to digital products like savings accounts, fixed-term deposits, overdraft facilities, personal loans, credit cards, and debt consolidation.
This vision has empowered thousands of Salvadorans to manage their finances quickly and securely, aligning with global trends in the industry. Banco Cuscatlan’s ongoing focus on technological improvement and customer service strengthens our vision to continue leading digital banking transformation in the region.
GF: Where do technology and innovation have the greatest impact? Where do you see the greatest opportunity for innovation?
Barrientos: Our digital ecosystem has transformed the relationship between people and banking, helping us achieve a broader reach and closer interaction with clients. We envision a future where every client enjoys a banking experience tailored to their habits and goals. The greatest opportunity lies in continuing to develop personalized financial solutions using artificial intelligence, advanced analytics, and process automation.
Also, regional expansion is a key opportunity to replicate and scale our successful digital models in new markets, solidifying our leadership as a reference in financial innovation across the region.
GF: How are digital solutions transforming how people bank in El Salvador?
Barrientos: Clients shouldn’t have to adapt to tedious financial processes; but rather, banks must use technology to deliver innovative financial solutions tailored to clients’ pace of life. These solutions are changing how people interact with financial services. Customers can use their mobile phones to open accounts, apply for loans or overdrafts, obtain and use credit cards, and consolidate debt. This transformation has democratized access to banking products and improved the quality of life for thousands of Salvadorans, making banking an experience that’s simple, human and efficient.
GF: What sets Banco Cuscatlan apart from its competitors? How does technology give you an advantage?
Barrientos: We have a customer-centric approach, and by actively listening to people’s needs, we deliver solutions with real value. We can anticipate customer needs through agile, comprehensive, and fully self-managed digital solutions. Banco Cuscatlan has digitized its portfolio, enabling a smooth, secure, and frictionless experience. Technology gives us a competitive edge and reduced operational costs, quickly scaled services, and personalized the customer experience. This commitment to continuous improvement, combined with an internal culture of digital transformation, has made the bank a change agent within the financial sector in El Salvador and the region.
GF: How has the bank used technology to overcome business challenges?
Barrientos: Banco Cuscatlan has leveraged technology to overcome business challenges like financial inclusion, the need to streamline processes, and increased demand for personalized services. Through a comprehensive digital transformation strategy, we eliminated our dependency on physical infrastructure by offering digital financial products accessible from any device.
With this commitment to self-service, we can scale operations, maintain business continuity, and adapt to users’ evolving expectations. Technology has been our ally in optimizing resources, expanding our regional reach, and delivering excellence.
