Marina Bay Sands, Singapore – Testament to its longstanding mission of being a bank that always puts its customers first, Philippine Savings Bank (PSBank), the thrift-banking arm of the Metrobank Group, bagged 5 prestigious trophies at the recently-concluded 5th Customer Experience (CX) Asia Excellence Awards, including the top and final prize of the night – a Gold for the ‘Best Customer Experience’ in Asia Pacific – a feat that officially distinguished it as the most-awarded company for 2019, out of 148 organizations that submitted a total of 245 entries for the interregional recognition program.
In giving the most coveted prize to PSBank, the panel of judges says, “Philippine Savings Bank’s commitment to adopt customer experience as a management strategy is very impressive. The number of initiatives, as well as the size of investment and implementation, show very well how committed the Bank is to drive transformation across all aspects of the organization – from developing employees as CX Champions, to digital innovation, and to organizational transformation!” It adds, “The outcomes of these initiatives have been fantastic across all channels with tangible success.”
The Bank also won Gold for having the ‘Best Digital Experience,’ among all participating organizations, a solid affirmation of its successful digitization and automation efforts; a Silver for having the ‘Best CX Team,’ an award that it has received for the 2nd consecutive year since 2018; and a Bronze for having the ‘Best Social Media Experience’ – evidence of how it has successfully utilized the social media platform not only as a means to engage but also to generate business and transform followers into brand ambassadors, all while efficiently managing communication resources.
In addition to these timely and impressive accolades, completing its ‘five-out-of-five’ goal, the Bank also received an honorary mention for its efforts in employee engagement – a discipline very much at the core of the Bank’s business, most especially as it nears its 60th Anniversary in 2020.
Ms. Mary Jane Valero, PSBank First Vice President and Head of Customer Experience & Human Resources, proudly shares, “These awards truly stand for what we consider most important at PSBank – our customers and our own people. Our efforts are dedicated to them, and are underscored by a continuous desire to innovate – a deliberate approach that has become both our way of life and our business strategy. Receiving these awards in the international stage this year is only the beginning of many, many more exciting milestones and developments for PSBank.”
The CX Asia Excellence Awards is an annually-held recognition ceremony that celebrates companies, organizations, and individuals who have ‘exceeded industry standards’ in their respective customer experience efforts, and have exemplified world-class thinking, creativity, and execution across a broad range of customer experience functions. It is PSBank’s 4th year to participate in the awards program since the year 2016.