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PSBank First Vice
President & Customer Experience Head Mary Jane Valero (center) receives a
Silver Award for Best Customer Experience category at the CX Asia Excellence
Awards 2018 held in Singapore from Media Prima’s Chief Transformation Officer
Alain Boey (right) who chaired the Board of Judges for the top category
(right). Valero is joined by PSBank Customer Engagement Division Head John Rex
Jardinero (left). PSBank was also given another Silver Award in the Best
Customer Experience Team, and Bronze Awards in the Best Social Media Strategy
and Best Use of Mobile categories.
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Specifically, PSBank won 2 silver awards in the top categories – Best Customer Experience and Best Customer Experience Team and 2 bronze awards in the Best Social Media Strategy and Best Use of Mobile categories.
“The latest batch of recognition bestowed on PSBank is a testament to our commitment of understanding our customers and what matters to them. The awards inspire us to continue collaborating with our customers in further enhancing the delivery of our products and services,” PSBank President Jose Vicente Alde said.
The CX Asia Excellence Awards honors the highest level of achievement in customer experience (CX) across the Asian community. The awards were judged by a panel of independent, esteemed CX leaders across Asia with vast experiences in CX and the winners represent best-in-class organizations of all sizes from Asia across a broad spectrum of industries.
PSBank won silver in the Best Customer Experience category for adopting a holistic CX strategy centered on its customers’ needs. In line with its vision to be the consumer and retail bank of choice in the Philippines, which it believes will be possible by providing exceptional customer experience at every encounter, PSBank’s CX strategy has become a key differentiation.
The bank also won another silver in the Best Customer Experience Team category for its dedication to design and implement CX programs that involve every PSBanker, which helped the bank post its highest branch Net Promoter Score (NPS) on record of +90 in 2017 (from +80 in 2016), the biggest testament to the success of its CX team’s efforts throughout the year.
On top of the 2 silver awards, PSBank also snagged a bronze in the Best Social Media Strategy category for having a dedicated Social Community Team to respond to posts 24/7, the only bank in the Philippines to do so. The team is complemented by a strategic group of organizational leads from decision management for insights and analytics and campaigns and business development for timely and relevant marketing collaterals, as well as a crisis management committee to monitor reputational risks.
The bank also won another bronze award in the Best Use of Mobile category for introducing innovative mobile features, providing efficient and convenient banking transactions, consistent to its commitment to provide exceptional CX in all touch points anytime, anywhere
About PSBank
PSBank is a key player in the Philippine consumer banking industry. The Bank emerged as the 2nd strongest bank in the Asian Banker's AB500 annual ranking 2016-2017 edition. PSBank is the only savings bank that has consistently cornered a spot in the list of the top 10 strongest banks in the country for six consecutive years. The Bank’s network has expanded to more than 200 branches and over 600 ATMs nationwide.
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