MANILA, Philippines — EastWest is making banking easier by simplifying everyday transactions and keeping personal guidance available for customers who need it. Customers can use digital services for routine needs and turn to the Bank’s people for support with important financial decisions.

That approach is at the heart of EastWest’s customer-centric retail banking model, which brings together digital platforms and advisory-led banking instead of treating online and physical channels as separate experiences. The model earned EastWest the Best Customer Centric Business Model – Philippines recognition at the Global Retail Banking Innovation Awards.

EastWest’s model spans the customer journey from onboarding and payments to lending, wealth management and customer support. Platforms including EasyWay, Komo, EasyBiz and ESTA work alongside the Bank’s Store network so customers can move between digital services and personalised support depending on what they need.

EastWest has redesigned 21 customer journeys across onboarding, complaints management, dispute resolution and branch servicing to reduce the effort required of customers. Digital onboarding has also reduced account-opening time by approximately 75%, enabling eligible customers to open new savings accounts in under 10 minutes through mobile channels.

“Many customers are comfortable handling everyday transactions on their phones, but there are decisions they still want to talk through with someone. That is where our Stores come in. Our teams can help customers weigh their options and choose what works for them,” said Ivy B. Uy, Head of Branch Banking Group of EastWest.

EastWest offers customers several ways to manage their finances. EasyWay supports digital onboarding, payments, loans and foreign exchange services. Komo extends digital banking access to more communities, while ESTA provides AI-powered customer support. EasyBiz offers digital solutions for SMEs, and EW Pay expands digital payment capabilities.

EastWest has also continued evolving its Stores as part of the same customer experience. Store formats have shifted from primarily transactional environments toward advisory-led service centres. This allows routine activities to be handled digitally while branch teams can spend more time on more complex financial needs and relationship-building.

The Bank’s customer-centric approach also extends beyond traditional banking touchpoints. EastWest has embedded services within residential communities, employer payroll programmes, cooperatives and regional growth centres, while EastWest Rural Bank has helped broaden access to financial services for teachers and underserved communities.

The changes have coincided with stronger operating and financial performance. In 2025, EastWest recorded net income of Php9.2 billion and a cost-to-income ratio of 49.7%, while consumer lending grew 17% and CASA deposits expanded 14%. The Bank also surpassed Php100 billion in credit card receivables.

The award recognizes EastWest’s work to reduce the effort of banking while keeping personal guidance available when customers need it. Digital services give customers convenient ways to handle routine transactions, and the Bank’s teams remain available to help with more complex decisions. By bringing together digital innovation, personalized service, and greater accessibility, the Bank continues to make banking easier, more convenient, and more meaningful for every Filipino.