Customers who are digitally satisfied are also cheaper to serve BBVA noted that its cost-efficiency ratio stood at 49.2 per cent in June 2018, a reduction of over 8 per cent on the year before. The bank ended June 2018 with 25.1 million customers using digital channels, 20.7 million of whom use smartphones to interact with the bank. Interestingly, just five months later, BBVA reached a global digital tipping point, with more than 50 per cent of its customers accessing products and services through remote electronic channels. In November 2018, 26.4 million digital customers interacted with the bank through mobile devices, PCs and tablets, up from 22.2 million a year earlier, representing a 19 per cent year-on-year channel shift.<br>Technology is business and business is technology. Clear measurements of digital success are key, along with the right metrics for measuring that success, and business has to sit with technology in co-creating these services, not just sit in isolated silo units.
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