Bank Customer Experience (BCX) Summit

BBVA's Strickland: customers want similar experiences in desktop, mobile banking

Tim Tang, director, enterprise solutions at Hughes, sits down with Gil Strickland, VP, product management at BBVA USA, to talk about customer expectations for online and mobile banking at BCX 2019.

October 14, 2019

Meeting customer expectations is a big challenge for the banking industry historically, and in the age of ever evolving technology, the task can become even more serious as digital capabilities are a constantly moving target.

Gil Strickland, vice president, product management at BBVA USA, discussed what he sees as the main challenge of meeting customer expectations in the digital banking market. Strickland, who oversees the bank's Net Cash product, an online treasury management portal, says what he aims for is how much can a customer accomplish in 30 seconds when working on the mobile application.

He says that customers really don't differentiate much between online and mobile banking in their expectations, but that they really just want similar capabilities and experiences no matter what digital tool they are using.

"They want to be able to do all the features they need to do, beginning to end, no matter if its at their desk, on their desktop or laptop, on the online experience, but also be able to do that same experience within the mobile application," he said. So, I don't think users really see a different channel where banks have online experiences or mobile experiences."