The only Philippine company among 15 awardees, UnionBank was recognized by world-renowned research firm Frost & Sullivan for the bank’s exemplary performance and valuable contributions in shaping new trends across Asia-Pacific.
In a virtual awards ceremony held on August 25, 2020, Frost & Sullivan honored Asia-Pacific’s leading companies at the 18th annual Asia-Pacific Best Practices Awards.
Two awards were bestowed on UnionBank namely ‘2020 Excellence In Customer Experience – Philippines Banking Industry Online Experience’ and ‘2020 Excellence In Customer Experience – Philippines Banking Industry ATM Ambience Experience’.
In presenting the awards to UnionBank, John Ruggles, Frost & Sullivan senior vice president from Texas, USA, noted that by leveraging 5G network and capabilities, the bank introduced a smart branch providing seamless and efficient operations with internet-of-things-enabled services.
“It has completely transformed its banking capability and has enhanced the customer experience. This significant milestone of developing fully digital bank branches is successfully providing superior customer experience and digitized solutions,” Ruggles said.
Our teams have worked hard to make digital and self-service banking accessible to millions of Filipinos especially amidst this pandemic where we have been able to service our clients with little to no disruption, as well as onboard hundreds of thousands more so they can continue to bank safely from their homes.
–Ana Aboitiz-Delgado, Chief Customer Experience Officer, UnionBank
Delgado thanked Frost & Sullivan “for recognizing the progress that the bank has made in delivering superior customer experiences across the different touchpoints it interacts with its clients on”.
The award recipients were identified using Frost & Sullivan’s proprietary, measurement-based methodology derived from extensive primary and secondary research, in-depth interviews, analysis, and industry benchmarking.
Numerous award categories were carefully reviewed and evaluated to reflect the current market landscape and highlight emerging trends in Asia.
A detailed study was further conducted on each of the nominated companies, focusing on real-time performance indicators like market share, revenue growth, customer acquisitions, product/service value, and technology innovation. The companies that emerged represent outstanding leaders that are driving positive trends in the Asia-Pacific economy.
