online banking

Digital transformation: What can we learn from Spain’s BBVA bank?

UK banks are at a crossroads.

Consumers are increasingly banking online or on mobile, digital services have grown by more than 200% over the last four years, while in-branch footfall is falling 10% per year.

However, attempts to close under-used branches cause outcry, particularly in rural areas and among older customers.

In this post I’ll explain why banks must invest in customer experience as wide scale branch closures look inevitable.