How BBVA Achieved 117% Customer Growth and 70% Digital Sales with AI

By: GoBeyond Team

July 3, 2025

3 min read

AI case study for BBVA – 70% digital sales and 117% customer growth

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