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Customer Centric Bank “ Walking the talk ” towards a new distribution model – The EasyBank example Nuevos Modelos de Distribución y Relación February 2012

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Most current banking ditribution model today , altough multichannel , are branch centric

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Our focus is to put the client in the middle

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4 Branch Call Center Internet Mobil ATM In this model , the branch is now another distribution channel among an increasengly growing set New channels ?

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A Different Value Proposition … Bank the way they want to Simple, easy and transparent relationship Real time resolution Complete control over their finances Integrated to customer’s social networks and activities … Based on a new Banking Model More channels, more granular, highly functional Consistent, simple and collaborative universal user interface Real time intelligent processes Highly customized solutions based on customer understanding Open to social networks and the web Customer Centric Banking is …

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BBVA has started to “ walk the talk ” Easy -Bank Flagship

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Easybank is a new small branch model

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All the space is for the client , as a “shop” designed to cater two distinct needs (1/2) Everyday transactions Life planning

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All the space is for the client , as a “shop” designed to cater two distinct needs (2/2)

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ATMs have better usability and are designed to facilitate longer iterations

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Spaces are designed to facilitate a transparent and collaborative iteration between clients and our staff …

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Webs BBVA ¿A qué plazo deseas realizar tu inversión ? ¿ Qué nivel de riesgo deseas asumir ? … leveraging increasingly automated advise tools

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Branch staff has its working space in the back, from which they come out to meet the customers

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“Shopping space ” control leverages technology to improve customer experience

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Dynamic digital marketing is very present

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The flagship is a larger format shop in construction …

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… where EasyBank , “ one to one ” consultation spaces , marketing & value proposition discovery and meeting spaces are combined