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Customer experience 17 Dec 2019

Forbes “100 Stats on Digital Transformation and Customer Experience” reflects BBVA’s own digital transformation

Forbes contributor Blake Morgan highlighted in a recent article that digital transformation and customer experience go hand in hand. She goes on to share 100 statistics that demonstrate the growth and importance of digital transformation and its impact on customer experience, as well as the digital challenges and opportunities that companies are likely to face in the future.

The connection between digital transformation and customer experience is one that has been at the heart of BBVA’s own digital transformation.

Süzer: ” I am a strong believer that human touch will continue to be a key part of banking interactions in the digital age.”

One key takeaway from Morgan’s list is the fact that 70 percent of the buying experience is based on how the customer feels they are treated. BBVA USA Head of Retail Banking Murat Çağri Süzer could not agree more. “Ultimately, we are people serving people, and I am a strong believer that human touch will continue to be a key part of banking interactions in the digital age.

Morgan’s list also notes that 83 percent of consumers say they want the ability to move between channels when talking to a brand, but only 50 percent of companies support cross-channel interactions. On this point, Süzer notes that BBVA USA is blending the best of both digital and branches in consumer banking, recognizing that customers who use digital platforms are more engaged, with attrition that is less than half of non-digitally engaged customers.

Süzer: “BBVA branches are focused on onboarding the majority of new and existing customers to our digital platforms.”

“Like many of our peers, BBVA branches are focused on onboarding the majority of new and existing customers to our digital platforms,” said Süzer. “We are also investing in branch training so that team members’ financial product knowledge is solid, allowing them to have more in-depth conversations with customers. For example, we are transitioning our tellers to become sales and service advisors who can provide both transactional services and financial advice to customers.”

Read Blake Morgan’s complete list, “100 Stats On Digital Transformation And Customer Experience,” published by Forbes here.


To read more about BBVA’s commitment to blending branches and digital, click here.