Makati City, Philippines — Security Bank received 10 major recognitions at the Digital CX Awards 2026, organized by The Digital Banker, for improvements across mobile banking, customer support, and branch-to-digital service journeys.
The awards recognize how the Bank is making everyday banking simpler, faster, and more reliable for customers through practical improvements in digital platforms, service delivery, and frontline execution.
Improving how customers bank everyday
A major driver of the Bank’s recognition was the continued improvement of its mobile banking into a simpler and more dependable everyday banking experience.
Security Bank successfully migrated 90 percent of active users into a unified mobile app while maintaining strong customer satisfaction throughout the transition. The platform now supports over one million users and handles millions of transactions across payments, transfers, and account services.
Regular platform releases continue to improve how customers access loans, manage payments, and complete routine banking transactions digitally.
“Technology only matters if it improves customer experience in a real and practical way,” said Myla Untalan, SVP and Retail Channel Head. “For us, innovation is about removing friction, improving reliability, and making banking easier to navigate every day.”
The Digital Banker cited the Bank’s strong execution and cross-functional delivery model, noting the scale of implementation with minimal customer disruption.
Faster response and resolution for customers
The Bank was also recognized for strengthening how it listens and responds to customers.
Security Bank enhanced its use of customer feedback and real-time insights to identify issues earlier, respond faster, and improve service recovery across key customer touchpoints.
These efforts helped resolve more than 900 pending customer concerns within seven banking days, while also improving turnaround times and customer retention outcomes.
“Our teams work closely to translate customer feedback into action,” said Patricia Tan, SVP and Chief Marketing Officer. “The goal is not simply to collect insights, but to improve experiences faster and resolve customer pain points more effectively.”
More than 1,000 employees across the Bank now use centralized customer insight tools to support decision-making, service improvements, and CX initiatives.
Bridging digital convenience with human support
Another area of recognition was the Bank’s branch-to-digital model, which integrates digital tools more directly into branch servicing.
By helping customers transition routine transactions into faster self-service channels, Security Bank reduced branch waiting times and improved overall servicing efficiency. This also allows frontline teams to focus more on advisory and relationship-based interactions.
The Bank likewise digitized several branch processes, including transaction slips and service documentation, improving speed, controls, and operational efficiency while reducing paper-based processing.
“For us, BetterBanking means creating experiences that feel simple, consistent, and accessible wherever customers choose to banksaid Leslie Y. Cham, EVP and Branch Banking Group Head. “Digital channels make banking faster and simpler, while branches continue to evolve into trusted financial advisory hubs, delivering the personalized guidance and human connection that customers value.”
The Digital Banker recognized the Bank’s ability to balance digital convenience with personalized support across channels.
Focused on practical customer outcomes
The Digital CX Awards evaluate financial institutions based on customer outcomes and real-world impact.
Security Bank’s recognition reflects its continued focus on practical improvements that simplify banking, strengthen responsiveness, and improve how customers experience the Bank across channels.
The Bank continues to invest in digital capabilities, customer insight platforms, and service improvements aligned with its BetterBanking commitment.