Customer satisfaction and protection

The growing demand for digital financial services around the world has brought with it an increase in exposure to digital crime and fraud. With 47.8 million digital customers worldwide, BBVA has put its customers' protection and trust as a fundamental pillar of its strategy to combat this situation. In 3 years, the bank has managed to prevent up to 75% of fraud, strengthening customer protection.

Digitization in the banking sector is increasingly taking on different dimensions. Virtual assistants and chatbots have come to life with the support of artificial intelligence technologies. BBVA’s Turkish unit was a pioneer in the country with the launching of Ugi in 2016 and Whatsapp and Facebook Messenger bots a few years later.

Contact Center World has given two awards to Garanti BBVA, which came in second place in the categories of best call center and best customer service.

Garanti BBVA’s retail and business clients can now view their account balances and statements with other banks. Garanti BBVA Internet allows self-employed and businesses check their accounts with other banks from a single screen, without any further login requirements.

In 2020, BBVA USA’s Global Wealth team exceeded client expectations with its flexible approach to its wealth management services at the onset of the pandemic. This year, that customer satisfaction yielded a 2021 best-in-class firm score from a Greenwich Associates study, as announced by the research firm last week.

Adding to the list of recognitions BBVA USA has received in the past few months, MyBankTracker listed BBVA USA in its Best of Banking Awards, naming it one of the Best South Regional Banks for 2021.

In 2020, the world saw the beginning of a global pandemic that created major ripple effects across the board, including the banking industry. As BBVA USA began to adapt, so did its Global Wealth team - an effort that saw a continued increase in Customer Net Promoter Scores via the bank’s Voice of the Client (VoC) Experience Program for the eighth year in a row.

In a year marked by a global pandemic, racial and civil unrest, a depressed economy leading to mass unemployment and a polarizing political landscape, it’s easy to believe that companies should simply be in survival mode and cut straight to the basics of their business.

Advances in artificial intelligence and mobile technology have led many banks to consider using virtual assistants to provide their customers with personal and portable financial managers. In this article, BBVA design manager, Julián García Ruiz, describes the challenge BBVA undertook and the path that led to the creation of the bank’s virtual assistant, Blue.

BBVA’s Turkish unit has been recognized as the ‘Best Retail Bank’ in the country for six consecutive years. It has also been named ‘Europe’s Best Retail Bank’ for the third time.

Garanti BBVA Vice President İlker Kuruöz, together with Fatih Sarı, journalist and technology columnist, participated in 3T3, a program where they analyzed the pandemic's impact on business.

Over recent years open banking has become synonymous with the digitalization and transformation of the financial sector. New regulation has been one of the major drivers, starting in Europe before quickly spreading around the world.

In an attempt to capitalize on coronavirus fears, scammers are launching new phishing campaigns with false tips against the virus or links to purchase personal protective equipment to spread their malware among victims or steal their personal information.

Given the climate of uncertainty created by the rapid expansion of COVID-19, the respiratory disease caused by the novel coronavirus, it is becoming increasingly relevant to recognize reliable information and avoid spreading online. These are some of the tips provided by UNESCO to achieve this.

Unequivocally identifying people online and respecting their privacy remain major challenges for companies and a growing cause of concern for users. Covault is committed to a model whereby banks take on the role of the verifiers of users’ data, which is in keeping with the trend within the ecosystem.

A new toolkit designed to explain the power of artificial intelligence (AI) and to standardise its use has been launched by the World Economic Forum with help from BBVA.

"Good morning, we're calling from technical support. We've detected problems with your equipment and if they aren’t resolved soon, your computer will stop working." This is how one of the oldest IT scams of all time usually starts off, a scam that has reemerged as the value of data has soared, a technical support scam also popularly known as the Microsoft hoax.

As BBVA Chairman Carlos Torres Vila told an audience in Las Vegas last week, the connection between data and financial services is a long one.

Garanti Bank provides its SME clients a dedicated in-branch customer relationship manager who support clients in their banking needs. Now, these clients have access to a new service: Central Customer Service (Merkezi Müşteri Hizmetleri, or MHT). This new structure aims to provide clients a faster response to queries and transactions when the volume of requests is high

BBVA Compass Sales and Service Advisor Rebecca Alexis has “nothing but veterans” in her family. It’s one of the biggest reasons she allocates so much of her professional and personal time helping them with her financial expertise.

Now that using a cell phone and computer has become an everyday part of life, it’s important to be aware of the different types of online threats.  Phishing, vishing and smishing are just a few of the online scams cybercriminals use to steal private data, but this can be avoided through information and preventative action.

Fair-trade coffee, quality guarantee, ecological tomatoes… consumers read the labels on the things they eat. But is there any way of checking that what they say is correct? In order to do so, you would need a register of the processes to which the product has been submitted, something blockchain can do.

Switzerland is currently the world’s largest private banking center, accounting for 25% of the global market. The country has a deep-rooted wealth management tradition, offering the perfect combination of experience, precision and a strong work ethic within a highly unstable geopolitical environment.

BBVA Compass’ focus on digital transformation doesn’t mean the importance of branches is fading. Quite the contrary.

The global remittance market is slated to be at an all-time high in 2017, according to BBVA Research’s Yearbook of Migration and Remittances, and the U.S. has the lionshare of the market.

The TCR principles are the foundation of the roadmap BBVA wants to follow to achieve its goal of becoming the leading bank in transparency, clarity and responsibility. Still, there’s a long road ahead, one that requires work on two essential levels: traditional and digital banking.

As Houston, surrounding areas and the state of Texas turn their efforts to the rebuilding phase in the aftermath of Hurricane Harvey, so do small businesses to ensure their operations continue to serve clients and communities.

How does BBVA measure customer satisfaction? The answer lies in three letters: NPS (Net Promoter Score). This methodology allows BBVA to listen to its customers and take action to improve their experience.