UNION Bank of the Philippines (UnionBank) said Friday it was shifting its focus to improving reliability and execution across the bank’s digital platforms as it seeks to meet rising customer expectations while sustaining long-term growth.
President and CEO Ana Aboitiz Delgado said during the bank’s annual stockholders’ meeting that the shift marked a strategic recalibration after years of digital expansion.
“At the end of the day, our success is measured by customer trust,” she said, adding that banking services must be “intuitive, secure and dependable” across all channels.
The bank said it had reviewed its systems and operations to address gaps, leading to the retirement of legacy platforms, simplification of products and consolidation of entities where value was limited.
“These actions strengthen earnings quality, improve day-to-day reliability and support long-term performance,” Delgado said.
UnionBank said it expanded the use of data analytics to better understand customer behavior and improve service offerings, resulting in higher satisfaction, stronger engagement and fewer technology-related complaints.
Artificial intelligence (AI) is now being deployed across key operations, including digital account opening, real-time card issuance, fraud detection and anti-money laundering processes.
“AI enables earlier detection and better prioritization, allowing teams to focus on the highest-risk cases,” Delgado said.
The bank is also preparing for emerging technologies such as AI-driven commerce, where systems can securely act on behalf of customers.
Despite global uncertainties, including geopolitical tensions and inflationary pressures, Delgado said the bank remained focused on maintaining resilience while delivering consistent service.
“We are built to adapt quickly as conditions change, while remaining grounded in empathy and responsibility,” she added.
On Friday, UnionBank shares slipped 40 centavos, or 1.59 percent, to close at P24.80 each.
