Security Bank’s customer-centric initiatives earned three major category wins and one highly acclaimed distinction at the Digital CX Awards by The Digital Banker. The awards, presented at the Mandarin Oriental in Singapore on April 24, 2025, honored the most outstanding digital customer experience initiatives in the global financial services industry.

Outstanding Use of Digital Channels for Improved CX – Philippines (Winner)

Security Bank improved customers’ digital banking experience with the launch of its all-new retail app in August 2024. Built from the ground up using customer feedback and a future-proof tech stack, the app addressed previous pain points, offering a more stable, secure, and seamless experience. The Digital Banker’s judges noted, “The all-new Security Bank app enhances user experience with quicker access to account information, automatic account linking, and enhanced security features. With an 89% customer satisfaction rating and 99.8% uptime, this cloud-based platform exemplifies efficiency and convenience, setting a new standard in digital banking solutions.”

“Winning this award from The Digital Banker showcases our dedication to innovation and customer satisfaction. Our all-new app is designed to provide our customers with a seamless, secure, and efficient banking experience. This recognition not only validates our efforts but also inspires us to continue pushing the boundaries of what’s possible in digital banking,” said Myla Untalan, SVP and Retail Channel Head.

To date, the app has over 866,600 active users and processed over 18.7 million transactions, proving that customers have embraced a fully digital banking experience.

Best CX Business Model – Philippines (Winner)

Security Bank aligned innovation, empathy, and strategy to deliver superior customer experiences. By leveraging real-time data, automating workflows, and personalizing interactions, the Bank achieved measurable improvements in engagement, satisfaction, and retention. “By integrating real-time insights, automation, and hyper-personalized communication, the Bank achieved measurable improvements in NPS, CSAT, and retention, positioning itself as a leader in innovation and customer-centric excellence,” according to The Digital Banker.

Excellence in Next-Gen Customer Satisfaction (Winner)

In 2024, Security Bank deployed an experience management platform that revolutionized customer feedback collection, enabling real-time insights and analytics that drive quick decision-making to enhance service quality. Through initiatives like the Customer Satisfaction Program, the Bank automated feedback across channels, tackled challenges in satisfaction score tracking, and significantly improved CSAT scores and customer journey monitoring.

Furthermore, the Bank received “Highly Acclaimed” in the Best Customer Insights Initiative category.

“These recognitions reflect our collective passion and purpose behind our customer-centric strategy. Winning Best CX Business Model and Excellence in Next-Gen Customer Satisfaction, along with the Highly Acclaimed distinction for Best Customer Insights Initiative, validates the work we’ve done to transform insights into action and deliver experiences that truly matter,” said Patricia Tan, SVP and Chief Marketing Officer.

 These wins position Security Bank among global institutional leaders such as Standard Chartered, UOB TMRW, and Bank of America Private Bank, all of whom were recognized by The Digital Banker for pioneering next-generation digital experiences. Overall, The Digital Banker noted, “Security Bank is leading the charge to become the most customer-centric bank in the Philippines.”