BBVA Digital Transformation

Transcription

1 BBVA Digital Transformation A successful 4-year journey October 2018

2 01 OVERVIEW BBVA Digital Transformation / 2

3 BBVA Is a worldwide bank operating in more than 30 countries

4 BBVA around the world

5 02 BEGINNINGS BBVA Digital Transformation / 5

6 BBVA Detected a customer behavior change in early 2010 s and decided to address a digital transformation

7 Post-crisis banking changes Increased supervision New structures and merging New regulatory requirements

8 New players Startups and fintech New business models: big players

9 New technologies Connected mobile devices overpassed world population in x mobile data from 2014 to 2019 By 2019 >50% mobile devices will be smart

10 Customer behavior

11 Back in 2014, we ve detected some indicators Branch activity was decreasing firmly At the same time, mobile interactions started to grow significantly Digital sales, became a remarkable part of total sales

12 Path BBVA has to - Move the bank to the smartphones - Be where its customers are - Lever on digitization - Look into the big digital ones

13 So we decided to change the way we did the things We started using agile methodology placing together Business Units, CX/UX experts, designers, analysts, scrum masters, developers & technical teams We even moved the team to a new building, isolating ( Isla ) the agile practise from the rest of the teams We ve got the expertise from the best worldwide masters We virtually founded an fintech within the bank

14 By defining four simple principles MooM: We realized that the Smartphone has to be the remote control New digital products: We created different products for different strategies. New distribution model: We changed relationship model, roles, actions in the branches New digital sales: We designed a new digital marketing strategy

15 The digital factory started to run We d got some initial problems, solved with some generosity, common sense, professionalism and motivation. There was no difference between technology, business line and design teams. We achieved the transition from a waterfall to an agile methodology, starting the BBVA Digital Factory In the first stages our Digital Transformation was structured in 10 Programs and 10 scrums, after some months we scaled up to +50 scrums Surprisingly, we quickly started to get some great results. Four PI per year 5 3-week sprints per PI

16 03 CURRENT SITUATION BBVA Digital Transformation / 16

17 So BBVA decided To bring the age of opportunity to everyone Helping people to take their best financial decisions This is the new

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19 BBVA Agile methodology expansion scope In the early stages our Digital Bank (Spain only) was structured in 10 Programs and 10 scrums, after some months we scale up to 36 scrums, in BBVA Digital bank Currently our Spain s Single Digital Agenda (only retail banking), is structured in 106 (x10) initiatives and 172 teams, showing the great engagement with road to Agile

20 We ve decided to expand de agile organization Agile expansion Retail banking Wealth management Commercial Banking Corporate Investment Banking Holding units After first results BBVA decided to expand agile organization to the entire company. Worldwide. Currently the agile expansion is reaching all areas and all countries, with no exception Digital transformation to Agile is been adapted to help in every discipline. Training is key stone to achieve the required transformation

21 We also changed the way we do the things Lean principles to help us to keep the right path Amazing I love when BBVA shows me what I don t expect Transparent Everything is easy to understand Convenient All is automatic. Like magic Enablers I feel I m making my best decisions

22 We eventually have changed our internal values

23 04 RESULTS BBVA Digital Transformation / 23

24 Digital transformation Is working at full speed. We put 3 new features and 10 refinements in the market. Monthly Is now a real sales enabler: We re selling 12 million units through digital channels worldwide

25 BBVA Spain digital statistics (Jul 18) Channel use BBVA Spain 12 month

26 BBVA Spain main digital achievements Remote signature Bizum New app Forrester #1 92% DIY BBVA Invest *4.5* Market Selfie Remote appointment PFM

27 BBVA worldwide digital sales (Jul 18) (1/2)

28 BBVA worldwide digital sales (Jul 18) (2/2) 01 Web & Mobile is +50% selling channel. 02 Consistently distribution and evolution between channels

29 BBVA NPS digital results Spain only Mobile banking 01 Best historic results in client promotion. Peer 1 Peer 2 Peer 3 Peer 4 Peer 5 Peer 6 Peer 7 02 Think of correlation between Digital transformation and leadership

30 BBVA NPS digital results Spain only 01 Youngest segment, shows a remarkable promotion of our digital experience

31 BBVA NPS digital results Spain only NPS Mobile NPS BBVA Reviews Transacts Contracts Reviews Transacts Contracts Mobile banking use Mobile banking use

32 BBVA worldwide digital sales increase Spain only, Jan-Jul Digital 15% Digital 22% Digital 42% Non- Digital 85% Non- Digital 78% Non- Digital 59%

33 05 WHAT S NEXT BBVA Digital Transformation / 33

34 Digital transformation We put the technology to better-serve our customers We look at open markets as a potential opportunity Push digital DIY to the last consequences

35 Smart Interactions and open-markets Helping our customers to make their lives easy Financial health Self-driven bank Smart events Smart assistant Open markets My retirement 3 rd party aggregation My everyday life Life Goals Valora Home center Baby planner Follow up BBVA helps me to solve day-2-day financial issues automatically Push notifications with proposed actions included Amazon Alexa, Google Home and others are going help me to interact with BBVA Sell our digital product to noncustomers through an amazing experience

36 Our achievements in a nutshell

37 06 USING DIGITAL TRANSFORMATION FOR ENABLING BBVA Digital Transformation / 37

38 We detected issues User feedback Quality assurance IT

39 So we decided address a pilot Focus in one single funcionality Take advantage of BBVA Architectures Low cost Development made simple

40 But we d several issues 01 Our ATM usually don t have required hardware. 02 Having a huge network, big costs, with heavy maintenance 03 Smartphone is the new blind cane

41 BBVA solution for this To communicate ATM and the smartphone Challenge: The communication between two such different channels. Communicate tradition and innovation

42 Great results in less than one minute

43 Great media impact too

44 Simultaneously we ve improved our app and web + 75% of our transactions are currently full accessible in our BBVA App. We ve deployed a dedicated team to improve this in our next releases BBVA has a clear commitment with our customers to put the technology to better serve them. All of them

45 07 CONCLUSION BBVA Digital Transformation / 45

46 What got us here won t get us there Marshall Goldsmith

47 Thank you for your attention Further questions?