Philippine National Bank (PNB) is strengthening cybersecurity alongside its digital push, arguing that banks need to build safeguards into new technologies from the start rather than bolt them on later.
“At PNB, we secure it as we build it. Our true legacy is ensuring resilience is part of innovation,” PNB chief information security officer Roland Oscuro said during the World Financial Innovation Series (WFIS) 2026 Philippines on Aug. 25.
The bank uses continuous security testing and artificial intelligence education for employees as part of efforts to manage risks accompanying the adoption of new technology.
For PNB, maintaining customer trust as banking becomes more digital also means being upfront when things go wrong.
PNB chief marketing and customer experience officer Jennifer Ng said customers value how banks communicate and respond when problems arise.
“When challenges arise, we communicate openly and take action. Customers do not expect perfection. They value honesty, accountability, and a genuine commitment to resolving issues,” Ng said.
She said improving customer experience should go beyond making banking more convenient, with financial institutions also needing to understand how customers behave and interact with their services.
“Meaningful customer experiences are not just drivers of loyalty. They are catalysts for sustainable growth and long-term value,” Ng said.
The discussions underscored PNB’s approach of pairing technology investments with stronger security and customer engagement as the 110-year-old bank adapts to a rapidly changing financial landscape.
