Customer Centric Banck

Customer Centric Bank“Walking the talk” towards a new distributionmodel – The EasyBank exampleNuevos Modelos de Distribución y Relación February 2012 1

multichannel, are branch centric

Our focus is to put the client in the middle

In this model, the branch is now another distributionchannel among an increasengly growing set Call Mobil ATM Branch Internet Center New channels? 4

Customer Centric Banking is…A Different Value Proposition … … Based on a new Banking1. Bank the way they want to Model 1. More channels, more granular,2. Simple, easy and transparent highly functional relationship 2. Consistent, simple and3. Real time resolution collaborative universal user interface4. Complete control over their 3. Real time intelligent processes finances 4. Highly customized solutions5. Integrated to customer’s social based on customer networks and activities understanding 5. Open to social networks and the web

BBVA has started to “walk the talk” Easy-Bank Flagship

Easybank is a new small branch model

All the space is for the client, as a “shop” designed tocater two distinct needs (1/2) Everyday transactions Life planning

All the space is for the client, as a “shop” designed tocater two distinct needs (2/2)

ATMs have better usability and are designed tofacilitate longer iterations

Spaces are designed to facilitate a transparent andcollaborative iteration between clients and our staff…

… leveraging increasingly automated advise tools ¿A qué plazo deseas ¿Qué nivel de riesgo realizar tu inversión? deseas asumir? Webs BBVA

Branch staff has its working space in the back, fromwhich they come out to meet the customers

“Shopping space” control leverages technology toimprove customer experience

Dynamic digital marketing is very present

The flagship is a larger format shop in construction…

…where EasyBank, “one to one” consultation spaces,marketing & value proposition discovery and meetingspaces are combined

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Customer Centric Banck

by BBVA Innovation Center on Feb 23, 2012

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