PNB Digital recognized for Excellence in Customer Service Innovation
L-R: PNB Digital Innovations Group Head Damasen Paul Cid, PNB President Florido Casuela, and PNB Information Technology Group Head Michael Morallos
07 August 2024 — Philippine National Bank’s (PSE: PNB) mobile banking app, PNB Digital, was given the Highly Acclaimed: Excellence in Customer Service Innovation award during The Digital Banker’s Digital CX Awards 2024 held last quarter at the Marina Bay Sands, Singapore.
PNB President Florido Casuela said, “This recognition is centered on our customer and is aligned to our corporate objective of continually providing the best customer experience to Filipinos. This further motivates us to persist in being a dynamic, innovative, and customer-focused bank through our mobile banking app.”
According to The Digital Banker, PNB Digital is notable for its personalized features and improved navigation, which ensured that users can swiftly and securely conduct desired transactions with the number of active users increasing by 42% year-on-year, proving the app’s capability as an easy-to-use, intuitive, and convenient banking app.
“We are truly humbled by this achievement. This inspires us even more to deliver a secure and highly reliable banking experience with customers as our top-of-mind,” said PNB Senior Vice President and Digital Innovations Group Head Damasen Paul Cid. “Our customers can rest assured that PNB Digital is committed to remain as their dependable financial partner – whenever and wherever they are.”
The Digital Banker’s Digital CX Awards is an awards program that recognizes pioneering innovation in digital customer experience across the financial services ecosystem. The program exists to assess the ever-changing needs of customers in the digital economy.
In 2023, PNB Digital was recognized by the Asian Experience Awards as the Philippines’ Digital Experience of the Year for Banking. The number of registered app users also surpassed one million in the same year. In April of this year, PNB itself was ranked by Forbes Magazine as number one in its Philippine list of The World’s Best Banks for 2024, wherein one of the satisfaction markers was digital services (ease of using the website and app).