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Innovation

Innovation

Cambios-cuentas-traslado-online-cuentas-bancos-

True to its commitment to deliver the best services to its customers, BBVA has become the first financial institution in Spain to roll out a seamless 100% online account switching process that allows customers to bring their bank accounts from other banks to BBVA. In most cases the process can be completed without any additional paperwork. The ‘Cambio de banco (Switch Banks)' digital tool automates all the steps involved in the account switching process, including the updating of all direct debit, credit, and billing arrangements and shutting down the old account, in a seamless process that saves users the need to visit any branches of the BBVA or their former bank’s networks.

The uncertainty triggered by COVID-19 has led to a rise in cyberattacks against individuals in Spain. BBVA has therefore hosted several webinars in recent months to offer practical advice to customers and non-customers and thus alert the general public to the risk of fraud on the Internet. During these online events, involving members of the BBVA Cybersecurity team, including Roberto Ortiz, Global Head of Security Culture and Training at BBVA (People Information Security), speakers addressed the need to educate, inform and raise awareness of cyber attacks to protect the identity and finances of network users.

Álvaro Garrido has been safeguarding the integrity of BBVA's assets for the past three years. In his role as Chief Security Officer (CSO), he’s responsible not only for the Group’s physical & digital security, but also for its fraud prevention efforts, an exceptionally broad range of duties for such a large company and, at the same time, a great professional challenge.

BBVA’s digital development strategy of the past several years is now strongly supporting the digital management of customers' finances. The implementation of agile work methodologies, DevOps practices—coordination across different teams throughout software development—and a global perspective were key for digital solutions to provide value and become scalable among business units and countries. Thanks to BBVA's commitment to technology and new ways of working, the bank was able to guarantee service quality, adapt its way of working—with 90% of employees working from home—and, at the same time, enhance its response capacity.

The process of choosing startups in open innovation is proving increasingly difficult in the face of the proliferation of emerging companies globally. BBVA has various scouting mechanisms, and to do this it takes into account factors such as the degree of maturity, whether the solution dovetails with the bank's needs, and the entrepreneurial team's passion.

BBVA in Spain’s mobile banking app adds an average of 60 new features every year. Users especially appreciated the ability to manage their finances on the app during the lockdown. They also value the channel’s speed - the app opens in just two seconds - and how easy it is to use.  Bank customers gave the app a score of 4.7 on Google - the highest in the industry and close to the maximum score of 5. The app reached this score after the outbreak of the pandemic, when it became and essential tool.