The actions of Innovation and Development centre essentially on three lines of action:

1.Research and development of new forms of marketing and communication: BBVA has implemented a plan to establish new models for relating with its customers. In addition, the digital revolution has made it possible to use information as a raw material for generating business and work is now being carried out on a project to use information to make personalised offers.

2.Research and Development of new digital business: in some sectors, data digitalisation and greater connectivity – especially over the Internet – are enabling new business to be created and existing business to be redefined. Thus, the opportunities afforded by these technologies are used as a lever to develop various initiatives such as the improvement of intranets.

3.Research and development of new procedures to share information: the aim is to incorporate new tools and forms of internal relationship to improve the Group's efficiency and foster teamwork and communication. This is best demonstrated by the launch of two initiatives: the incorporation of the Google search engine to internal information; and the creation of an external innovation network, through a series of exclusive agreements with universities, business schools, etc., to ensure that relevant information makes its way into the Group.