BBVA USA named the 2019 CX Leader for U.S. Commercial Middle Market Banking by Greenwich Associates

In a press release, Greenwich stated that the bank was recognized for building and implementing a customer experience program that “both identifies issues and provides a mechanism to consistently correct problems”. The recognition by Greenwich is the fourth time in as many years that the organization has recognized BBVA for its products, services or customer experience.

“In virtually every bank with best-in-class CX, we find committed leadership and the seamless integration of digital capabilities that enhance—rather than replace—the human interaction with a banker or relationship manager,” said Greenwich Associates Managing Director, Jacqueline Vose.

In 2016, the bank was one of a small handful of wealth management providers to be recognized in the 2016 Greenwich Excellence Awards in Wealth Management. The bank was also recognized in 2017 and 2018 for its work in small business banking and cash management services, respectively.

The bank’s most recent award from Greenwich Associates also focuses on BBVA management’s proactivity in reviewing customer experience data.

BBVA’s management reviews CX data down to the individual customer level.

“BBVA has closed the loop. That’s what we call it at Greenwich Associates when a bank succeeds in building and implementing a CX program that both identifies issues and provides a mechanism for consistently correcting problems. BBVA’s management reviews CX data down to the individual customer level, empowering (and requiring) individual relationship managers to “own” the response to feedback from their customers. This granular attention to CX detail has enabled the Bank to maintain and even increase customer loyalty among its primarily Southeastern U.S. customer base during the potentially disruptive rollout of a new treasury management system that will ultimately further enhance the customer experience.”

Click here for the full press release announcing the 2019 Greenwich CX Leaders.

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