Case Study: BBVA achieves enhanced customer banking experience and higher NPS with Domo

BBVA uses data to enhance the customer banking experience with Domo

BBVA, a global leader in digital banking with operations across more than 25 countries, needed to turn massive, disconnected data flows into actionable customer insight. The bank’s challenge was to democratize secure access to large volumes of data, measure true customer engagement (not just transactions), and reliably track Net Promoter Score (NPS) across markets to improve digital experiences.

By adopting Domo, BBVA centralized and visualized its data into a common, customizable platform that business users adopted quickly without heavy IT involvement. The solution automated NPS ingestion, enabled a new “digital intensity” KPI, and delivered cross‑country visibility into app behavior—resulting in faster, data-driven decisions, reduced operational risk, and improved ability to personalize products and optimize customer experiences.

BBVA

Elena Alfaro

Global Head of Client Solutions Data and Advanced Analytics