The case study examines the bank's digital transformation, agile operating model and AI-led growth plans.
ABB Bank's transformation journey has become the subject of a case study at IE Business School.
Titled ‘ABB Bank's Next Frontier: Choosing the Scope and Path of Growth’ the study was developed by Professor Antonio Zabaleta Moreno and examines the bank's strategic and digital transformation, technological modernisation, agile adoption and growth ambitions.
The case study follows ABB Bank's development from 2016 and explores its strategic priorities for 2026-2028.
Among the results highlighted is a rise in mobile banking users from around 171,000 in 2020 to 2.6 million in 2025. The bank said its mobile app rating increased from 1.2 to 4.9 over the same period, while its Net Promoter Score for digital channels rose from 48 to 77.
The study also examines ABB Bank's Agile transformation. The lender now operates 14 Agile domains and more than 80 Agile squads, reducing the time taken to develop and launch new products from 243 days to 59 days.
It additionally highlights ABB Tech Academy, which was established in 2019 and has seen more than 1,113 people graduate, with 83% securing employment.
The case study identifies wider use of artificial intelligence, expansion into new markets, enhanced digital capabilities and the development of lifestyle-focused services as priorities for the bank's next stage of growth.
Abbas Ibrahimov, chairman of the management board of ABB Bank, said: "For us, ABB Bank’s transformation is not only about renewing technologies and processes, but also about transforming the way we think, the way we work, and the way we serve our customers.
“The fact that our experience is being studied as a case at such a respected academic institution as IE Business School demonstrates that the positive experience we have gained is also generating interest within the international business community."
Professor Antonio Zabaleta Moreno said: "Developing this case has been a truly rewarding experience, and I am deeply grateful for the fantastic collaboration with the leadership at ABB Bank.
“ABB Bank is an amazing institution that has undergone a remarkable evolution to become an innovative digital pioneer.
“I am thrilled with the final result of this project and cannot wait for students to explore the strategic choices shaping the future of this ambitious, AI-first bank."
The case study also reflects growing international academic interest in the digital and organisational transformation taking place across Azerbaijan's banking sector.