UnionBank, the first local bank to launch a smart branch in the Philippines using 5G for seamless connectivity with internet of things (IoT)-enabled services, ended 2020 with a bang by garnering recognition for its robust efforts at digitalisation.
Based on its recent analysis of the Philippines' customer experience solutions in the banking industry, Frost & Sullivan last month awarded the bank with the 2020 Philippines Excellence In Customer Experience in ATM Ambience Experience and In Online Customer Experience.
The award recognised the bank's initiatives to stay ahead of the demand curve by offering best-in-class, personalised customer experience with robust 24/7 services.
"UnionBank has ramped up its digitalisation efforts in the past few years. A customisable system, self-service options, and personified robot assistant are among the digital options available to customers, half of whom now transact digitally," said Edurra Talib, senior research analyst at Frost & Sullivan.
Combining 5G and artificial intelligence (AI), UnionBank can better anticipate customers' preferences and behaviours through. This commitment to continuous, data-driven innovation has helped the bank deliver enriched customer experiences, she added.
UnionBank launched its first smart branch in January last year, partnering with Globe Business, the enterprise arm of Globe Telecom, to deploye 5G connectivity at its Dasmariñas, Cavite branch – the first of its ARK 2.0 branches - for faster speeds, higher bandwidth, and a more stable internet connection.
Twenty times faster than other networks available, 5G technology enabled branch employees to connect 32 devices at the same time without sacrificing performance.
“Excellent customer experience will always be an important driver to a company's growth and relevance. This is the very reason why we at UnionBank constantly innovate and improve our services to ensure that we offer nothing but the best to our clients,” said Dennis Omila, executive vice president and chief information officer, said in a media statement following the smart bank launch “Partnering with Globe for its revolutionary 5G network and connectivity is one way we can provide more seamless and efficient operations.”