EastWest Builds Smarter, More Relevant Banking for Customers - MegaBites
EastWest is advancing a smarter, easier, and more customer-focused model of banking by using data to deliver more relevant financial solutions, improving everyday service experiences, and helping broaden. . .
EastWest is advancing a smarter, easier, and more customer-focused model of banking by using data to deliver more relevant financial solutions, improving everyday service experiences, and helping broaden investor access to one of the country’s landmark public offerings. These initiatives earned EastWest three major recognitions from Asian Banking & Finance (ABF):Mid-Sized Retail Bank of the Year – PhilippinesandAnalytics Initiative of the Year – Philippinesfor the second consecutive year, along with its firstIPO Deal of the Year – Philippinesaward. The awards highlight EastWest’s continued efforts to make banking more intuitive, accessible, and relevant to customers’ evolving financial needs. In 2025, digital transactions accounted for 51% of total transactions, while enhanced digital onboarding made opening accounts and accessing services faster and easier. EastWest also improved customer journeys across digital onboarding, dispute resolution, complaints handling, and in-store services. These enhancements contributed to an eight-point increase in the Bank’s Net Promoter Score and a lower complaints ratio. The same customer-first approach guided EastWest’s award-winning analytics initiative. Using data-driven insights, the Bank gained a deeper understanding of how customers manage savings, investments, and liquidity across different life stages and financial goals. These insights enabled EastWest Stores and relationship managers to provide more personalized guidance on fixed-income investment options, supporting both immediate financial needs and long-term planning. Beyond retail banking, EastWest was also recognized for its role as a Domestic Participating Underwriter in the initial public offering of Maynilad Water Services, Inc. Completed in November 2025, the IPO became one of the largest in Philippine history and attracted strong investor interest, reinforcing confidence in the country’s capital markets. Through its distribution network and client relationships, EastWest helped expand participation among domestic and retail investors, contributing to a more diversified shareholder base while supporting Maynilad’s long-term infrastructure investments. EastWest’s latest ABF wins reinforce its customer-focused growth strategy by using data to deliver more relevant financial solutions, improving access across digital and physical channels, and connecting more Filipinos to banking and investment opportunities.