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Customer experience

29 Mar 2019

BBVA Compass Atascosita Branch Retail Executive Liz Zweifel recently said of the bank’s efforts around mobile engagement, “It’s important to make sure our customers understand we aren’t pushing them away, we just want them to have access to another resource and another connection.”

Garanti continues to bring innovative solutions to the Turkish banking sector with SWIFT GPI, a new standard that provides significant improvements to the handling of international payments. Foreign currency transactions made to both domestic and foreign banks via Garanti Bank can now be easily tracked with SWIFT’s ‘Tracking Report’ feature, which has been integrated into Garanti Online Banking.

27 Mar 2019

26 Mar 2019

Thirty years ago this month the internet came online giving consumers the ability to educate themselves on various products and services long before they ever spoke to an expert. For financial services, it signaled a shift in how bankers worked with customers.

22 Mar 2019

21 Mar 2019

20 Mar 2019

Not long ago, banks that offered mobile apps were few and those that did essentially offered a convenient way for customers to check their account balance. Today, choosing a bank with no mobile app would be a non-starter for most customers.

13 Mar 2019

Garanti Bank recently published its 2018 Integrated Annual Report with an important new feature. The report includes a “True Stories” theme this year: real stories about the experiences Garanti employees have had with customers across Turkey, in their own words. Garanti is the first and only bank in Turkey to publish an integrated annual report that includes information on the value the bank creates for customers.

11 Mar 2019

08 Mar 2019

06 Mar 2019

21 Feb 2019

19 Feb 2019

15 Feb 2019

14 Feb 2019

Last year was a big year – the best year, in fact – for BBVA Compass Retail Banking.  

The retail bank unit, with a 644-branch network, not only realized its best year ever in customer growth, nearly doubling growth from the prior year, it also ramped up productivity and achieved record profits. And if that weren’t enough, the team tripled its in-branch mobile demos, reached the top level of retail network and mortgage origination Net Promoter Score (NPS) and improved workflow both inside and outside the branch.

11 Feb 2019

05 Feb 2019

04 Feb 2019

25 Jan 2019

08 Jan 2019

Garanti Bank is expanding its unique range of innovative products and services with the rollout of Garanti Stories, a new feature embedded in the Garanti Cep app. Garanti Stories offers services that go beyond traditional banking while fulfilling customers’ basic needs and expectations, delivering an experience similar to the stories on popular social media platforms such as Snapchat and Instagram.

18 Dec 2018

14 Dec 2018

11 Dec 2018

07 Dec 2018

05 Dec 2018

30 Nov 2018

27 Nov 2018

Atom bank, the UK’s first bank built for mobile and the country’s fastest growing mortgage lender, has agreed a multi-year partnership with leading fintech Thought Machine to put its next generation of personal and business banking products onto Thought Machine’s Vault platform.

BBVA’s online digital acquisition for corporate customers is not only simple and convenient, but also presents an attractive design. This service was recognized at the 2018 Ibero-American Design Biennial with an award in the ‘Service Design’; category. The design team set out to emulate a real-life exchange with the customer through a digital interface, mimicking the tone and approach that an agent would typically use when tending to a potential customer.

23 Nov 2018

19 Nov 2018

Paying bills may be on the top of many people’s monthly to-do lists, but the number that count it among their favorite activities in a given month likely isn’t high. So, why not make it a little easier?

16 Nov 2018

14 Nov 2018

The mobile banking app is the fastest-growing communication channel between banks and their customers today. For customers who use their banking app, it has become their preferred and most frequent channel of engagement. Still, most of the functionalities for banking apps are targeted towards servicing with limited new product sales capabilities. So, why don’t banks unleash the full potential of that digital channel?

13 Nov 2018

09 Nov 2018

06 Nov 2018

05 Nov 2018

Net Promoter Score, or NPS, is a metric that helps companies understand customer satisfaction and gauge customer brand loyalty. As metrics go, it’s a relatively simply one that calculates customer responses to the question, “On a scale of 0 to 10, how likely is it that you would recommend our company/product/service to a friend or colleague?”.

24 Oct 2018

Gone are the days where verifying your identity meant photocopying your ID or showing your face in person alongside your driver’s license. Identity verification is easier thanks to camera-enabled smartphones.

18 Oct 2018

Continuing to notch wins for its mobile banking app, BBVA Compass Mobile Banking was recently recognized as one of the top five banks in mobile deposit user experience in the 2018 Mobile Deposit Benchmark Report. The report, conducted by fintech and digital commerce research firm Futurion, was sponsored by Mitek, a global leader in mobile capture and digital identity verification solutions.

15 Oct 2018

10 Oct 2018

08 Oct 2018

Cash or card? The numbers opting for the latter continue to grow, especially among young people – the millennial generation – and in large cities like Madrid and Barcelona. Additionally, with ever-present POS’s and more and more retailers who accept them, card payments are increasingly frequent, even for low value transactions. These are some of the conclusions reached by BBVA Data & Analytics and reported by BBVA Research in a study about spending habits in Spain: The use of cash is on the decline and digital payments are increasingly popular.

05 Oct 2018

04 Oct 2018

02 Oct 2018

BBVA secures the top spot among global mobile banking apps. In a report published recently, ‘The Forrester Banking Wave™: Global Mobile Apps Summary, 2018’, Forrester Research, an independent research firm, singles out BBVA as leading the pack among nine global mobile banking leaders. This recognition comes a few months after the analyst firm gave BBVA the highest score for its app  in The Forrester Banking Wave™: European Mobile Apps, Q2 2018In 2017, BBVA also earned the top spot in Forrester’s  ‘Global Mobile Banking Benchmark, 2017.’

01 Oct 2018

Customer journeys in banking are a bit like a romance, from the initial meeting when you’re trying to figure out if the bank and its products and channels are right for you, to the building of the relationship where of you learn more about each other, and finally to the engagement and marriage of what will hopefully be a happy, productive and successful long-term relationship.