The ceremony, held at the Mandarin Oriental in Singapore on April 24, recognized standout digital customer experience (CX) initiatives across the global financial services industry.
A key highlight was Security Bank’s recognition as winner for Outstanding Use of Digital Channels for Improved CX – Philippines, thanks to its all-new retail banking app introduced in August 2024.
Developed from the ground up using direct customer feedback and a future-ready technology stack, the app resolved long-standing pain points by delivering improved stability, enhanced security, and a more seamless experience. With an 89-percent customer satisfaction score and 99.8 percent uptime, the app has already garnered over 866,600 active users and processed 18.7 million transactions.
“Winning this award from The Digital Banker showcases our dedication to innovation and customer satisfaction,” said Myla Untalan, SVP and retail channel head. “Our all-new app is designed to deliver a seamless, secure, and efficient banking experience.”
Security Bank was awarded Best CX Business Model – Philippines for its seamless integration of innovation, empathy, and data-driven strategy. By leveraging real-time insights, automating workflows, and delivering hyper-personalized communication, the Bank achieved significant improvements in key performance indicators such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and customer retention.
It was likewise recognized for Excellence in Next-Gen Customer Satisfaction for deploying an advanced experience management platform. This enabled real-time customer feedback and automated cross-channel engagement, resulting in enhanced service responsiveness and satisfaction score tracking.
In addition, Security Bank received a highly acclaimed distinction for Best Customer Insights Initiative, further emphasizing its data-driven customer service approach.
“These recognitions reflect our passion for transforming insights into action,” said Patricia Tan, SVP and chief marketing officer. “Our focus remains on delivering experiences that truly matter to our customers.”
These achievements place Security Bank alongside global industry leaders such as Standard Chartered, UOB TMRW, and Bank of America Private Bank, solidifying its position as one of the most customer-centric banks in the Philippines, according to The Digital Banker. —Ed: Corrie S. Narisma
