April 2018
Beginner to intermediate
256 pages
5h 13m
English

By 2013 BBVA’s Francisco González, executive chairman of the global bank headquartered in Spain, had been worried for some time. BBVA needed to act increasingly swiftly and decisively to meet changing customer behavior. Banking was facing imminent digital disruption, and González feared that customers would start to take up less of BBVA’s services in favor of more innovative financial services offered by internet startups and the internet giants—the so-called “over-the-top” players.
He had good reason to fear. A 2013 survey of the global banking industry found that customer loyalty was diminishing; ...