Union Bank of the Philippines (UnionBank) has been leading the local banking industry with its digital transformation initiatives. UnionBank is a recipient of local and international awards for its pioneering efforts on digital transformation. With the goal to deliver a banking experience that is delightful across every touchpoint a customer interacts on through the leadership of its Chief Customer Experience Office Ana Delgado, it has recently been named this year’s winner of Ventana Research 13th Annual Digital Leadership Award for Customer Service Experience. Ventana Research has been recognizing organizations and individuals for their innovativeness in developing initiatives to enhance customer experience since 2007.
In its aim to transform from a bank of choice to a “hard to live without”, UnionBank has implemented a digital transformation strategy to provide superior customer experience by being agile and digital-first bank. This transformation demands leveraging technology to create mobile-first, real-time, data-driven, and human-centered capabilities complemented with predictive and advisory-led services. One great example of its out-of-the-box initiatives is their “Bank-on-Wheels”, a mobile bank facility that enables the bank to provide continued services even in the midst of the pandemic.
In collaboration with Informatica, UnionBank has implemented Informatica’s Customer MDM solution which allows a 360 view of its customers. Through this partnership, it is able to create a single view of the customer journey across its 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, and improve AML process. By integrating this solution to its already agile and digitally enabled infrastructure, the bank further strengthens its customer engagement through digitized customer touchpoint throughout its branches, mobile app and relationship manager.
“Our heartiest congratulations to Union Bank of the Philippines—and their Chief Customer Experience Officer, Ana Delgado— for being recognized as a leader in the transformative use of data for intelligent digital disruption,” said Tony Frey, Vice President and APAC General Manager, Informatica. “We are proud and honored to be a trusted partner with them on their transformation journey and in helping them succeed in a in cloud-native era.”
As part of Informatica’s go to market strategy to ensure faster deployment of solutions, and assist local companies in their digital transformation journey, Informatica has appointed VSTECS Phils. Inc. as its authorized country distributor.