1. Session 10 Case Study: BBVA TúCuentas Online Banking Experience

2. Case study: BBVA TúCuentas A Context B PFM application C e-Commerce D Channels E Decisions

3. A Context Strong focus on innovation 1 Need for differentiation 2 The next generation of customers 3

4. B Personal Finance Manager Agregación de información. Clasificaciónautomática de dicha información Análisisde finanzas personales Comparación con grupos de referencia Recomendaciónpersonalizada 4

5. B Aggregation

6. B Categorization

7. B Analysis

8. B Comparison

9. B Recommendations

10. C e-Commerce

11. C e-commerce

12. 12 C Online banking

13. 13 D E-Mailing

14. D Postal mailing 14

15. E Decision Marketing DirectorRahul Online banking manager Carlton New business models mgr. Leo Mobile banking manager Eduardo E-mail marketing manager Filipe Direct marketing manager Borislav 15

16. E Decision Initiative In favor Against Decision Personal Finance Manager Carlton Anne Rahul E-commerce Leo Gonzalo Sussane Mobile version Eduardo E-mail reports Filipe Elena Printed reports Borislav Paul 16