Global) In the digital transformation in which BBVA has been immersed since 2008, data has been and is important for monitoring the development of the process. “It is a long and difficult path, in which it is important to understand at every moment what you are doing right and what you are not doing, and where you need to act,” he says. Elena Alfaro. “Data used well can tell us stories beyond the numbers. Stories that tell us how our growth is progressing, what changes we can make in real time to achieve our goals, and how we can improve the digital features we offer our customers,” he muses.
Managing the data generated by the day-to-day operations of a multinational company is difficult not only because of its volume but also for what is multiple origins within the organization. BBVA managed to integrate them, standardize and ensure that information is transmitted internally in a secure and traceable way.
“The Domo platform enables us democratize access to these large volumes of informationshare them with all business areas of the bank without the need for complex IT developments, with guarantees of protection and in visual narrative formatAlfaro explains.
Being able to work with data in these visual formats helps business teams spot trends in achieving the set goals, both for the whole group and for each area.
Data processed and automated in this way can help measure parameters that cannot be effectively analyzed manually. “For example, they allow businesses in each region to get a full X-ray how your customers interact in BBVA’s ‘appendix’ and the degree of intensity of these interactions,” he explains. Hema Sanchez, from the Client Solutions Digital Analytics team at the bank. “So teams identify the digital experiences that work best and those that need some tweaking. improve the customer experience“, Add.
Another task where good data management is essential is the calculation and visualization of the Net Recommendation Index (NPS), which measures the degree of satisfaction of BBVA’s customers. Integrate information from thousands of customer surveys that the bank collects monthly automate the calculation index, saves time and minimizes the risks associated with manual processing of this large amount of information. In addition, the ability to translate them into a visual format allows the bank to immediately draw key conclusions based on customer opinions that help make strategic decisions.