Quick Overview
BBVA partnered with Accenture to reinvent itself as a customer-centric digital bank, leveraging cloud, data, and AI to drive record growth in digital interactions and sales. Nearly 50 million customers now use digital channels, and 70% of sales are made digitally, with onboarding times reduced to minutes.
BBVA
Company Size
~120,000 employees
Revenue Range
€25B–€30B annual revenue
Primary Challenge
Slow digital transformation, inefficient onboarding, and lagging customer experience
Key Metrics
\- 117% growth in new customers over five years\- 11.1M new customers in 2023\- 65% of new customers acquired digitally\- 70% of sales made digitally\- 41% reduction in cost-income ratio\- Record €8.02B profit in 2023
The Problem
BBVA faced challenges adapting to rapidly changing customer expectations, with slow onboarding processes and limited digital engagement hindering growth and efficiency.
The Solution
BBVA implemented cloud, data analytics, and AI-including AI-based facial recognition and text analytics for onboarding, and Accenture’s SynOps platform for intelligent operations-to create a seamless, data-driven digital experience.
Results
\- Customer onboarding time reduced from days to minutes\- Digital sales doubled in four years\- Cost-income ratio reduced by 41%\- Entered new markets (e.g., Italy) with rapid customer acquisition\- Achieved highest profit in company history
“AI has enabled us to anticipate demand shifts, optimize our operations, and deliver to customers faster than ever before.”
David Puente, Global Head of Client Solutions
Details
Industry
Finance & Banking
Departments
Data & Analytics
Use Cases
Client Onboarding
Data Analysis
Data Visualization
Business Intelligence
Tags
Machine Learning
Predictive Modeling
Time-Saving
Cost Reduction
Scalability
Enterprise-Ready
Client Satisfaction
AI Tools Used
No items found.
Sources
https://www.accenture.com/za-en/case-studies/banking/bbva-banking-bold-new-futurehttps://www.marketingsociety.com/case-studies/banking-ai-bbvas-digital-revolutionhttps://www.bbva.com/en/innovation/david-puente-bbva-the-skys-the-limit-for-bbvas-transformation/https://www.intelligentautomation.network/transformation/articles/inside-bbva-15-year-digital-transformation
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