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Innovation

Innovation

BBVA’s drive towards delivering a world class digital banking experience has taken another step forward. Over the past year the bank has seen an almost twofold year on year increase in the number of products and services its customers and clients are taking-up via digital channels.

BBVA, costumer solutions, Talent and Culture, personal, reorganización

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.

The versatility of its famous multi-use knives and the precision of its watches have given Switzerland the reputation of being one of the most innovative countries on the planet. The Alpine country has a long tradition of inventions that have helped improve our day-to-day lives. Inventions such as the ‘Rex’ vegetable peeler and the well-known coffee capsules show how Swiss talent has been able to adapt itself to society’s new needs and contribute to its development.

In a fast-paced world, Swiss financial institutions are well-prepared to lead the transformation of the finance industry, particularly in private banking, where they are a clear reference in the world. The combination of accumulated experience, talent and availability of capital are decisive factors to facilitate this change.

The head of the BBVA Data & Analytics’ Edge team, José Antonio Rodríguez-Serrano, who coordinates the innovation area in BBVA’s center of excellence in data science, shares his insights into five key questions to understand the implications of this exponential technology in different economical sectors and spheres of society.