Digital Transformation Consulting

BBVA faced niche challenges related to its digital transformation and customer onboarding processes. The bank needed to develop a new, comprehensive digital sales model that could support rapid onboarding, improve customer engagement, and integrate advanced data analytics and AI capabilities. Traditional onboarding methods taking days were inadequate in attracting modern customers demanding instant, seamless experiences.

To address these issues, BBVA partnered with Accenture to design a tailored digital sales model leveraging cloud, data, and AI technologies. This included implementing AI-based facial recognition and text analytics to verify account applicants via mobile apps, enabling onboarding in just minutes rather than days. The solution also incorporated real-time external data connections to detect fraud efficiently, enhancing security and trust. Additionally, BBVA developed a global data platform using Amazon Web Services, providing unified data access across business units for deeper customer insights and more targeted sales strategies.

The results were quantifiable and substantial: BBVA achieved nearly 50 million digital interactions with customers, with 70% of sales conducted digitally. The new digital sales framework led to a 117% growth in new customers over five years, with 11.1 million new clients in 2023 alone. The streamlined onboarding process and personalized marketing efforts significantly contributed to this growth, exemplified by the successful expansion into Italy, where BBVA attracted over 130,000 new customers in the first year, now exceeding 450,000. Furthermore, the bank’s cost-to-income ratio improved to 41.7%, one of the best among European banks, illustrating increased efficiency and profitability driven by this digital innovation.