This study aims to compare a traditional banking institution, Santander, with the fintech Nubank, focusing on technological innovations and customer perceptions regarding the services offered. The research, of a qualitative nature, employed questionnaires for both clients and employees, seeking to understand organizational practices and satisfaction levels with digital platforms. The results indicate that digitalization is reshaping the financial sector, highlighting efficiency and personalization. User satisfaction regarding the security and usability of digital services is evident, leading to the conclusion that, although there are significant differences between the models, both are converging toward an integration of technology and service excellence.