And now for some good news in 2020! Informatica is proud to share that Union Bank of the Philippines—and their Chief Customer Experience Officer, Ana Delgado—has been named a finalist for Ventana Research’s Digital Leadership Award for Customer Experience.
2020 marks the 13th year that Ventana Research has been recognizing organizations and individuals for their innovations in developing customer experience initiatives.
For Union Bank of the Philippines (UnionBank), their focus on CX is evident in their goal of advancing from being a bank of choice to being ‘hard to live without’. They implemented a digital transformation strategy to provide superior customer experience as an agile, digital-first bank.
This meant leveraging technology to create mobile-first, real-time, data-driven, and human-centered capabilities in addition to predictive and advisory-led services. One great example of how they rapidly responded to customers’ needs was their “Bank-on-Wheels” (similar to a food truck), which they deployed as another way to reach customers during the COVID-19 pandemic.
UnionBank implemented Informatica Customer MDM—‘Customer insights framework’ strategy—to gain a 360° view of customer. With this foundation in place, the bank could then enhance customer engagement and experience through digitized customer touchpoints such as branches, mobile app, and relationship managers. Through their partnership with Informatica, the bank can create a single view of the customer across the bank:
- Map the customer journey across multiple channels (brand, online, mobile)
- Provide an aggregated customer view along with account details to downstream applications like SFDC
- Prevent branch staff from creating duplicate accounts
- Improve AML process
Join me in congratulating UnionBank, Ana, and the Informatica team on this important recognition. Ventana will announce winners on November 16th.
To learn more about UnionBank’s CX journey, view this on-demand webinar.
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