Innovation Lessons From BBVA

Benjamin Ensor

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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Forrester Publishes Its First Online Retail Forecast For Brazil And Mexico

Zia Daniell Wigder

Over the past year, we’ve worked together with the forecast team at Forrester to help eBusiness professionals understand the size of different online retail markets around the globe. Last year we published our first look at the online retail markets in some of the major markets in Asia-Pacific — this year, we’ve just published our first forecast for two of the largest online retail markets in Latin America, Brazil and Mexico. Some findings from the report include:

  • Brazil is — and will remain — the powerhouse in the region. With more than 40% of the online users in the region and a steadily growing economy, it’s not surprising that Brazil’s eCommerce market will outpace all others by a wide margin. Brazil’s projected 2011 sales of almost $10B put it behind other major online retail markets like France and South Korea but ahead of smaller ones such as the Netherlands and Italy.
  • Mexico’s online retail market is small today — but growing by a CAGR of almost 20%. With less than half of the online users of Brazil and limited online spending, Mexico’s online retail market remains a small fraction of the size of Brazil’s. Average online spending per buyer will not increase significantly over the next five years, but the sheer number of online buyers will.
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What Is A City, Let Alone A "Smart" One?

Jennifer Belissent, Ph.D.

While I started my previous blog post with the observation that KACST was not a “city,” Caroline Spicer, Strategy and Market Development Leader for IBM Global Business Services, made the point later in the day that there is not “a city” but many models of cities depending on future vision. There are a couple of points to draw out here. There is not one model of a smart city.  Cities can focus on particular initiatives based on their leaders’ (and their constituents’) priorities and vision for the future of the city. As Caroline pointed out these might be:

  • The well-planned city – focused on urban design and development
  • The healthy and safe city – focused on health
  • The sustainable eco-city – focused on the environment
  • The city of innovation – focused on science and technology, the knowledge base
  • The city of commerce – focused on trade and retail
  • The cultural or convention hub – focused on tourism
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Not Many Palms In Emerging Markets

Jennifer Belissent, Ph.D.

Michele Pelino’s recent blog, “HP’s Acquisition Of Palm Is Not A Match Made In Heaven,” concludes as the title suggests that the success of the acquisition remains a wait-and-see proposition and it, in fact, may not pay off.  As Michele notes,

Forrester’s survey of over 1,000 IT decision makers in North American and European enterprises, only 12% of firms officially support or manage Palm devices. In comparison, 70% of enterprises support BlackBerry smartphones, and 29% support Apple iPhones. Android devices, the newest entrants in the mobile OS wars, have strong momentum and are officially supported by 13% of firms.

Well, that got me wondering how Palm had fared in emerging markets.  We know that device preferences are different globally.  So, I thought, maybe there are some Palm fans outside of North America and Europe.  I checked Forrester’s Global Technology Adoption data from last summer (new survey expected back from the field very soon) in which we surveyed 1,412 IT executives and technology decision-makers across 15 countries.  Here is what I found out about PalmOS support across enterprises in a few of the countries:

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