BBVA Wins Global Customer Experience and Diversity Awards at Euromoney Awards for Excellence 2026

BBVA Wins Global Customer Experience and Diversity Awards at Euromoney Awards for Excellence 2026

(IN BRIEF) BBVA has been named the World’s Best Bank for Customer Experience and the World’s Best Bank for Diversity and Inclusion at the 2026 Euromoney Awards for Excellence. The customer experience award recognises BBVA’s strategy of moving from thinking about customers to “thinking like customers,” supported by initiatives such as an emotional intelligence model, improved digital channel availability, minimum service levels across channels and faster incident resolution. BBVA also won several country and regional awards. It was named best bank in Türkiye, Argentina and Peru, while also receiving recognition in areas including SMEs, corporate responsibility, consumer finance, debt capital markets, securities services, customer experience, and diversity and inclusion.

(PRESS RELEASE) BILBAO, 17-Jul-2026 — /EuropaWire/ — BBVA has been recognised by Euromoney as the World’s Best Bank for Customer Experience at the 2026 Euromoney Awards for Excellence, highlighting the bank’s focus on understanding and anticipating customer needs.

The award reflects one of BBVA’s central strategic priorities: looking at the world through the customer’s eyes. The bank said this approach is designed to improve execution, deliver a distinctive value proposition and provide more personalised solutions.

BBVA also received the global award for World’s Best Bank for Diversity and Inclusion. In addition, Euromoney named BBVA the best bank in three country markets: Türkiye, Argentina and Peru.

Carlos Roldán, who leads BBVA’s customer experience strategy across the Group, said the bank has long placed customers at the centre of its strategy, but is now taking that approach further.

“We have always put customers at the heart of our strategy, but the time has come to definitively raise our sights to another level and go from thinking of customers to thinking like customers,” said Roldán.

To support this ambition, BBVA has launched several initiatives aimed at improving customer service and reducing friction. These include an emotional intelligence model designed to detect how a customer is feeling at any moment in their relationship with the bank and respond to issues in real time.

The bank has also established minimum service levels across all channels to ensure consistent customer support, faster incident resolution and more efficient handling of customer needs. BBVA has also improved the availability of its digital channels in line with global quality standards.

As part of its customer experience work, BBVA has implemented a plan to reduce negative experiences. In one year, the bank said it has cut the types of negative experiences that most affect customer perception by double digits.

Roldán said the bank recognises that some difficult customer moments cannot be completely eliminated, such as preventive card blocking for security reasons, declined card payments or missing documentation for loan approvals.

He said the major shift lies in how the bank responds to those moments, transforming uncertainty into experiences where customers feel supported, informed and given options to resolve the situation.

Euromoney also named BBVA the World’s Best Bank for Diversity and Inclusion, recognising the bank’s efforts to build a more diverse and inclusive workplace.

BBVA said a diverse work environment helps the bank better understand the needs of its broad customer base and provide more comprehensive service.

Carlos Pérez Beruete, Head of Culture and Engagement at BBVA, said the bank is committed to creating a corporate culture where everyone can grow and use their talent with equal opportunities.

“Diversity and inclusion are part of the way we work because they help us build teams that are more representative of society and better respond to our customers’ needs,” said Pérez Beruete.

He added that diversity is also a competitive advantage for a global organisation such as BBVA, as teams with different experiences and perspectives can better understand customers, support innovation and make more balanced decisions.

In recent years, BBVA has introduced initiatives to support a more inclusive culture, increase the visibility of role models, provide employee training, collaborate with specialised organisations and implement protocols that promote a safe and respectful working environment.

At country level, Euromoney named BBVA the best bank of the year in Türkiye, Peru and Argentina.

In Peru, BBVA also received the award for Best Bank for SMEs. In Argentina, the bank was recognised as Best Bank for Corporate Responsibility.

In Türkiye, BBVA received awards for Best Bank for Consumer Finance, Corporate Responsibility and Diversity and Inclusion.

In Spain, BBVA was named Best Investment Bank in Debt Capital Markets and Securities Services.

Regionally, Euromoney recognised BBVA as the best bank in Europe and Latin America for diversity and inclusion. The bank was also named the best bank in Latin America for customer experience, as well as the best bank in Central and Eastern Europe for consumer finance and diversity and inclusion.

Jorge Sáenz-Azcúnaga, Global Head of Country Monitoring at BBVA, said the awards reflect the commitment of BBVA’s teams and the strength of a model that combines local knowledge with the capabilities of a global banking group.

He said the recognitions encourage BBVA to continue driving innovation and delivering stronger experiences for customers and employees across every market where it operates.

Media Contact:

Tel.: 944 875 555

SOURCE: BBVA