From AI Threat to AI Empowerment: Why Santander’s 2026 Strategy Matters

In a move that has sparked both admiration and curiosity, Banco Santander has announced that from 2026, every one of its employees will undergo mandatory AI training. This bold decision has flipped the typical narrative of AI in the workplace on its head: rather than using AI to replace humans, Santander is using it to empower them.

AI Empowerment Over Replacement

The banking giant's approach goes against the grain of common corporate strategy, which often equates AI with cost-cutting layoffs and restructuring. Instead, Santander is doubling down on its people. Through their "Responsible AI" framework, they aim to equip their entire workforce with the knowledge and skills needed to thrive in an AI-first environment.

This isn’t just training for the sake of optics. Santander's AI-first strategy is already showing tangible results: in 2024 alone, the bank saved over €200 million through the use of AI. AI copilots are assisting software developers, boosting task productivity by 20-30%. More than 40% of customer interactions in contact centres are now handled by AI, with speech analytics processing 10 million calls, freeing over 100,000 staff hours for more strategic, human-centric work.

Retention, Loyalty and Innovation

Training staff rather than replacing them has the potential to generate far greater long-term value. Employees who feel invested in are more loyal, more innovative, and less likely to leave.

Santander’s approach supports a culture of continuous learning and skill development, a critical shift in an era where roles are evolving faster than job titles can keep up.

By embedding Responsible AI as a core element of their training, Santander is also making a statement about trust. They’re not just teaching people how to use AI, they’re guiding them on how to use it ethically and effectively. This is a long-term play: a bet on culture, capability, and competitive advantage.

The Human vs. Agent Dilemma

Still, a question remains. As AI agents take over more customer interactions, are we at risk of losing the human touch? Do customers really want to engage with AI agents, even the smart ones, or would they still prefer speaking with a person?

There’s no doubt that many businesses are eyeing AI agents as a cheaper, more scalable alternative to human labour. But here’s the cynic’s question: will the savings made by deploying agents be passed on to the customer? Or will they vanish into the profitability ether?

The customer experience matters, especially in sectors like banking where trust and empathy are everything. AI may streamline operations and offer 24/7 support, but there will always be value in the human ability to read tone, context, and emotion. Santander appears to understand this, deploying AI to enhance rather than eliminate human service. But as more businesses follow suit, the line between helpful automation and soulless efficiency may blur.

Shaping the Future of Work

Santander’s investment in AI literacy represents a model for other organisations to follow. Rather than treating AI as a threat to jobs, they’re treating it as a tool to futureproof their people. It aligns with their broader vision for "Tomorrow’s Skills," an initiative that includes a €400 million investment in education by 2026.

This is the kind of leadership the future of work demands: not just digital transformation, but cultural transformation. HR, Recruitment and Talent professionals should take note, training is no longer a perk, it’s a survival strategy.

The future doesn’t belong to those who cut fastest. It belongs to those who train hardest.

Actionable Takeaways

1. Start building AI literacy now. Don’t wait until 2026. AI is already shaping workflows and decisions in your organisation.

2. Embed ethics into AI training. Trust is your most valuable asset, your teams must learn not just what AI can do, but what it should do.

3. **Ask yourself this: If AI could cut your operating costs by 30%, would you reinvest those savings into your people, or replace them?

   
   

Want to explore how your company can train rather than replace its people with AI? Like, comment 👍, and share your thoughts below. Or connect with me at Ray@aionion.co.uk to discuss how we can up-skill your teams for the AI age.

Because the future of work isn’t about man versus machine.

It’s about man with machine, working smarter, together.