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September 29, 2023

Security Bank’s customer focus lauded with two recognitions at the Digital CX Awards

Representing Security Bank at The Digital Banker’s Digital CX Awards 2023 were Customer Experience and Engagement Head Catherine Blanquesa (middle) and Service Analytics Head Mayla Arcena (right).

Security Bank Corporation received two accolades at the Digital Banker’s Digital CX Awards 2023 in Singapore for the following categories: Outstanding Chatbot Customer Experience and Best Customer Insights Initiative.

For the Outstanding Chatbot Customer Experience category, in which Security Bank was awarded “Winner,” the judges noted, “Security Bank has prudently integrated its chatbot into an online banking platform and mobile app, offering both chatbot facility and live chat with a seamless transition, as needed for more complex requests. Sixty-five percent of users have given it a top-rated experience as the Bank expands its menu of self-service functions.”

Security Bank was also deemed “Highly Acclaimed” in the Best Customer Insights Initiative category. Digital CX’s panel of judges commented, “Security Bank’s Customer Satisfaction Dashboard has facilitated the efficient resolutions of customer interactions. Importantly, through its deployment the CSAT score for Customer Update Information, Online Request and Online-Related Inquiries each increased by 28%, 14%, and 8%, respectively.”

In line with the Bank’s vision of being the most customer-centric bank in the Philippines, Security Bank is making significant strides in its digital transformation journey by building a data-driven culture anchored on technology. Extensive investments were made with emphasis on data management, automation, and cybersecurity to increase operational efficiency, better manage risks, and help business segments achieve their targets. These investments have helped ensure core banking is consistently available across channels, including customer-facing applications like Security Bank Online and DigiBanker, and enable customers to transact real-time and online.

Now in its 6th year, the Digital CX Awards recognizes the world’s leading financial institutions pioneering innovation in digital customer experience. Security Bank’s Catherine Blanquesa, Customer Experience and Engagement Head, Mayla Arcena, Service Analytics Head, and April Mapue, Chatbot Delivery Manager received the awards at the ceremony held at the Andaz Singapore.


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