Financial Services eBusiness Teams Need A Tablet Strategy

Tablets are cool! The intuitive design and the standard features of tablets make it possible for digital financial services teams to create compelling customer experiences and support bank advisors and insurance agents in an effective and efficient way. Forrester forecasts that by 2016, 106 million people in the seven major Western European countries will own a tablet, while more than 112 million people will own one in the US. The rapid adoption of tablets means executives should make them an important part of their digital strategy. A tablet is a distinct touchpoint that needs a distinct strategy -- particularly banks that want to promote online banking or agent-based insurers -- and tablets can effectively support your multichannel strategy. Here are a couple of reasons why you should put a tablet strategy in place in the near future.

Tablets are a great device to promote self-service.

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Innovation Lessons From BBVA

BBVAI spent Tuesday and Wednesday at Forrester’s European Customer Experience Forum in London, which was based on the theme of Outside In, Forrester’s new book. One of the most interesting sessions I attended was ‘The Customer Centric Bank’ from Gustavo Vinacua, Innovation Center Director at BBVA’s Centro de Innovación in Madrid.

Over the past decade, BBVA has worked hard to become more customer centric and match its offerings to its customers’ needs. Given the pace of technology change, customers’ rising expectations and the digital disruption those forces cause, innovation is a critical part of the role of eBusiness and channel strategy executives. I thought I would share a few of Gustavo’s insights here for those of you who couldn’t attend. BBVA has become systematically innovative, launching a continuous succession of innovations many of which were a first in Spain, in Europe or in the world, such as:

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