The private bank is a case study in embracing customer-obsessive digital innovation while building trust with forward-looking flexibility and inclusion
In the Philippines, one bank is offering a fully digital account opening process service, and upgrading its mobile app to enhance customer experiences, such as providing user-friendly solutions that simplify financial transactions.
EastWest Bank has shaped its services to meet individual clients, small- and medium- sized enterprises (SMEs), and larger enterprises’ unique needs with fast processing times, flexible terms, personalized competitive rates, flexible payment options, and rapid approvals that make financial management more accessible and less stressful.
On 20 November 2024, the bank even announced a program focused on helping entrepreneurs to develop emerging markets. This is part and parcel of the corporate commitment to be a leading private bank in the Philippines.
The bank’s Senior Vice President and Head of Marketing and Cash Management, Martin C Reyes said: “We are dedicated to digital innovation, (such as offering) the fully digital account opening service or the digital wallet solution with enhanced online payment integration. This helps provide our customers with more flexibility and control over their finances. We aim to continue driving such innovation and providing our customers rich experiences.”
Citing how the bank has “transformed the customer engagement landscape” in the country, the bank’s CEO, Jerry G Ngo, noted that implementing digital onboarding processes has allowed the bank to deliver targeted messaging with improved customer satisfaction to drive “cross-selling strategies, ensuring we present the right products to the right customers at the right time.”
According to Raviteja Dodda, CEO, MoEngage, the customer engagement platform used by the bank: “With our insights-led approach to personalized customer engagement, we aim to help EastWest Bank deliver a banking experience that is meaningful and beneficial to their customers, in the present and in the future. We are dedicated to helping EastWest Bank in their cross-selling strategies, focusing on providing products (and services) relevant to customers at different stages of their lifecycle.”
