Management priorities for 2010
- More progress in the United States franchise with the integration of Guaranty into BBVA Compass. The focus of the area will be on the transition to the BBVA business model:
Transformation Plan
based on three pillars:
- Definition of network management processes.
- Model of customer relations.
- Renewal of the technological platform.
Clear customer orientation
- Improvements in our understanding of and familiarity with our customers.
- Segmentation.
- Increased customer loyalty.
- Development of high added-value proposals.
- Improved customer experience.
Product innovation,
using BBVA’s experience.
Multi-channel approach
- New channels: mobile banking, virtual banking, latest-generation ATMs (with image-capture technology), etc.