Contents 8
In this issue
6 News & numbers
The headlines and vital statistics impacting the sector.
Big interview 8 All in a day’s work
From its roots in the Basque Country, BBVA has enjoyed a storied history, now boasting a presence across dozens of countries. Yet between natural disasters and the struggles of the pandemic, the Spanish giant hasn’t always had it easy – something the bank’s new global head of engineering and organisation intimately understands. Andrea Valentino talks to José Luis Elechiguerra to learn about his career so far, his ambitious digitalisation plans for BBVA, and what all this means for his own role – and that of his counterparts at other institutions.
Regional focus
11 A golden opportunity Banks in the Baltic States have had a difficult few years, following several serious money laundering scandals. Yet recent challenges also offer Baltic banks a golden opportunity. Apart from prompting the tightening up of EU regulations, they have seen a significant investment in new technology, with welcome consequences for customers. Abi Millar talks to Ilja Nogicevs, head of
4
digital banking Latvia at SEB Banka, and Mindaugas Mikalajunas, CEO of smeFinance, about how the region’s dynamic banking sector might yet make a positive mark on the continent at large.
Sustainability
14 For a sustainable data centre, look north atNorth
Smart buildings
16 Build for the future Banks the world over are increasingly conscious of the
environmental impact resulting from their financing and operations. For many institutions, their estate is a significant challenge, particularly as buildings age and adaptations are no longer an option. Andrew Tunnicliffe talks with NatWest’s Allan Wickham and Lloyds Banking Group’s David Blott about the technologies they’re using and why they’re only half the answer.
Customer experience management
19 By design
Fintech start-ups have received much attention over recent years – not least in how they’re designed. Boasting slick, accessible pages, filled with colour, the UX of many neobanks put their traditional counterparts to shame. Or they did, anyway. Spurred on by competition from the new kids, many mainstream banks have invested heavily in design, both in how they structure apps and websites, and how they appear to the end user. Lizzie Waymouth talks to Valérie Koplewicz, lead UX designer at Crédit Agricole, to learn how major banks think UX has shifted over the past few years, the challenges of dovetailing clear design in complex financial apps, and the importance of pressure from start-ups in encouraging change.
16 Future Banking /
www.nsbanking.com
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