For more than a decade, digital transformation has helped BBVA gain a lead over rivals in customer experience. Now, the bank is making flawlessness, innovation and global standards in customer experience the first plank of its long-term group strategy under the executive chairman Carlos Torres Vila and CEO Onur Genç.
It is a programme called Radical Client Perspective.
“Speaking about being ‘radical’ sounds unusual for a large bank, and that’s exactly what we want to achieve: to do things radically different from how we did it before,” Carlos Roldán, the programme’s global head, tells Euromoney.
“Every bank says it puts the customer in the centre.
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