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.
- 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
BBVA faced challenges adapting to rapidly changing customer expectations, with slow onboarding processes and limited digital engagement hindering growth and efficiency.
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.
- 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
