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Innovation

Innovation

The ‘Design Ambassadors’ program, which has already reached its first milestone on a global level, was set up with the idea of creating hybrid employee profiles capable of applying the principles of design thinking in BBVA’s different business areas worldwide.

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.

For decades, human beings have used technology to make day-to-day life simpler and more comfortable.  Science has evolved and become more sophisticated in meeting our concrete needs in a more precise manner. The entertainment sector has also benefited from technological advances, by incorporating virtual reality into immersion experiences.