BBVA, a leading Spanish bank, embarked on a transformation journey from an analogue to a digital company, demonstrating a successful model for other businesses. The transformation began in 2007, with the aim of enhancing customer experience, improving efficiency, and creating new business opportunities. BBVA recognised the importance of technology as a competitive advantage and invested heavily in it. The bank developed a cloud-based IT infrastructure, upgraded its core banking system, and launched digital products and services.
BBVA’s digital transformation was not solely about technology; it also involved a cultural shift. The bank fostered a culture of innovation and agility, encouraging employees to adapt to new ways of working and thinking. To facilitate this, BBVA implemented agile methodologies and created multidisciplinary teams.
The bank’s digital transformation has yielded significant results. By the end of 2020, 67% of BBVA’s customers were using digital channels, and 56% were using mobile banking. The bank also saw an increase in digital sales, which represented 63% of total sales. BBVA’s transformation journey demonstrates that digitalisation is not just about technology, but also about changing the company culture and way of working.
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