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Customer experience

04 Jul 2018

28 Jun 2018

25 Jun 2018

21 Jun 2018

20 Jun 2018

“Hi, how can I help?” They are only five simple words, but there was nothing simple about what followed when Google presented Google Duplex at its recent I/O conference recently. Google Duplex is an ‘intelligent’ AI-led voice assistant tool that is capable of executing simple voice calls, such as making restaurant reservations or hairdresser’s appointments. It sounded so realistic and human that the person on the other end of the line in each demo was seemingly unaware that they were speaking to a machine.

15 Jun 2018

12 Jun 2018

Picture walking up to a digital banking kiosk, opening up an account, and subsequently receiving your personalized debit card almost immediately. Take a trip to the other side of the world, and you’ll discover that this is now a reality. But is there a place for something like this in the United States?

11 Jun 2018

The second installment of BBVA Compass popular Sign In & Win Sweepstakes which awards customers for using their BBVA Compass Mobile Banking App, is now underway.

The sweepstakes, which started in June and wraps January 2, 2019, boasts a total of $35,000 in customer prizes, which includes one $10,000 grand prize, eight $1,000 monthly prizes and 34 weekly prizes of $500. According to BBVA Compass Director of Digital Engagement, ATM & Branch Distribution, Cody Sparks, in its first year, the sweepstakes proved to be a key driver of increased mobile adoption.

01 Jun 2018

Visitors to BBVA Compass branches on May 3 were treated to a sea of blue-clad team members waiting to give them special treatment as part of the bank’s first-annual Customer Appreciation Day.

25 May 2018

24 May 2018

23 May 2018

For many Americans, Memorial Day is the unofficial start of summer, replete with BBQs, time with friends and family and the first foray into the pool. But, even as we set about celebrating the freedom we have, it’s incumbent on us to not forget those who gave their all in service to our country.

22 May 2018

17 May 2018

  • BBVA’s mobile platform marks the start of a new transformation stage for the Group, with a solution that unifies design, functionality and user experience
  • BBVA Bancomer becomes the first BBVA franchise to adopt this new development in its mobile banking solution, which will be rolled out progressively across the Group’s footprint
  • BBVA already has over 24 million digital customers, of whom 19.3 million use mobile devices.
  • BBVA Bancomer’s digital sales have grown from 7 percent at the end of 2015, to 31 percent in the first quarter of 2018, and are expected to hit 41 percent by the end of the year

15 May 2018

10 May 2018

09 May 2018

02 May 2018

23 Apr 2018

20 Apr 2018

12 Apr 2018

Digital transformations are most effective when customers are not aware their bank has undergone one, says BBVA Compass Head of Retail Banking Çağrı Süzer.

23 Mar 2018

The relationship between banks and ‘fintech’ startups has evolved from mistrust to collaboration.  Users, already used to enjoying improved customer experiences, may come out big winners. In this collaborative context, BBVA is mentioned as an organization that is “showing the world what the future of banking can be”.

20 Mar 2018

14 Mar 2018

09 Mar 2018

06 Mar 2018

28 Feb 2018

26 Feb 2018

At BBVA Compass, helping customers adapt to an increasingly digital reality is an effort being undertaken by all customer facing units of the bank, including telephone agents.

Historically a role that provided traditional customer service support, the agents are now doubling up to  combine service ​support with digital sales & self serve (DIY) education. According to BBVA Compass Director of the Contact Center Deborah Catley, the agents’ ultimate goal is to contribute to digital transformation in two parts: reinforcing the learning the customer receives from their in-branch bankers and guiding and answering questions related to applying for new products through digital channels.

23 Feb 2018

BBVA today launched its new BBVA for Everyone app, available for both iOS and Android operating systems, which enables the blind and those with physical or mild mental disabilities to use the bank’s network of over 6,300 automatic teller machines (ATMs). This new tool will guide those with visual disabilities to the ATM of their choice and help them withdraw cash. BBVA is a pioneer in this type of mobile solutions, which complement the services already available for people with disabilities on the web and corporate apps.

21 Feb 2018

Since it was launched in 2016, the FCA’s regulatory sandbox has supported 60 firms to test their innovation with real customers in the live market under controlled conditions. Now, it is assessing different options to scale up the model at global level to solve the challenges of operating internationally in the fintech market.

19 Feb 2018

15 Feb 2018

Since landing in the United States in 2004, BBVA has heralded the impending arrival of banking’s digital revolution, even as it boldly proclaimed that it would lead the industry as it transformed.

Just 14 years later, the proclamations have come true, and recently reported numbers show the bank’s own transformation in countries around the globe is proceeding as planned. The bank’s subsidiary in the U.S. – BBVA Compass – is playing an increasingly outsize role in that transformation, with digital at the forefront of its own strategy for profitable growth.

14 Feb 2018

BBVA Compass continues to create opportunities for its clients, consumers and communities throughout its footprint, focusing on impactful hyper-local initiatives. Published on the bank’s global news platform, bbva.com, the articles below highlight BBVA Compass’ commitment to being an engine of opportunity within the communities it serves, and a bank with a mission of providing insights and services that help position its clients and consumers for a bright financial future.

12 Feb 2018

The use of virtual assistants, mainly in the form of smart speakers, is rapidly gaining ground. In less than a year, devices such as Echo and Google Home have appeared in households across the globe and users are becoming increasingly comfortable carrying out searches, purchases and even bank transactions using this format, which looks set to become the transactional interface between customers and companies.

09 Feb 2018

05 Feb 2018

31 Jan 2018

30 Jan 2018

23 Jan 2018

19 Jan 2018

Service design is a strategic element in BBVA’s approach to understanding and satisfying customers’ needs at a time of great challenges for the banking industry. This year, a member of BBVA´s design team will give classes at two Spanish academic institutions, to share his knowledge with future professionals.

12 Jan 2018

More and more companies and consumers are turning to biometric technologies to enhance their authentication and payment methods. Compared to traditional password-based mechanisms, these solutions provide a better user experience and increased security.

11 Jan 2018

BBVA presents Baby Planner, a new functionality within BBVA’s app and website that allows customers and non-customers to understand the expenses associated with having a baby. The monetary expenditure for families with a child under three is 10% higher than for those without, as concluded by estimates from BBVA Research after factoring in other differences between households. This added functionality serves to give new parents the information they need to plan their finances. BBVA Baby Planner also provides the economic effects associated with maternity and paternity-leave and other schemes to offer “work-baby balance.”