BBVA: Bank of the Future

The global banking giant approached Continuum with a lofty challenge: envision the bank of the future

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With over 50 million customers in 31 countries, BBVA is one of the globe’s largest banking systems.

01

Challenge

Retail banks once built trust with customers by guaranteeing stability through their massive physical infrastructures. A fixed and unchanging bank was a safe one. While this perception of confidence is still important, it is no longer the primary factor driving customer behavior. Bank customers assume a new level of control, as mobile technologies continue to transform how people manage and spend their money. Like all retailers, banks must adapt to individual customers’ needs and expectations. This requires the redistribution of services that were once centralized at a single branch or location across a complex, customer-centric ecosystem.

With over 50 million customers in 31 countries, BBVA is one of the globe’s largest banking systems. Recognizing the shift in customer behaviors and the influence of new technologies, the global banking giant proposed a lofty mission for Continuum: envision the bank of the future. This would drive BBVA’s technology roadmap, branch evolution, and the adaptation of service models for the next banking era.

02

Research & Insights

03

Solution

BBVA’s Customer-Centric Bank model empowers customers with the freedom to bank the way they want. Adaptable to markets across the globe, the new service model combines virtual experiences with hands-on, human interactions. Wherever they are in the world, BBVA customers can manage day-to-day finances easily and efficiently. When it comes to long-term planning decisions, customers receive one-on-one, personalized guidance.

04

Results