November 25, 2021

The importance of customer-centricity in gaining access to financial services has been pushed.

Governor Benjamin Diokno of the Bangko Sentral ng Pilipinas (BSP) has urged advocates in the financial services sector to push for a customer-centricity campaign (C3) to ensure that all Filipinos have confidence in using financial services.

“As leaders in the banking, insurance, capital markets, securities, and fintech industries, we recognize your role and influence in advocating the importance of developing a customer-centric culture in your industry,” Diokno said on Tuesday during his speech on the second day of the five-day virtual FinEd Expo 2021.

He stated that the central bank has partnered with the Philippine Deposit Insurance Corporation, the Insurance Commission, and the Securities and Exchange Commission, as well as banking industry associations, to push for the consumer centricity agenda.

“Customer centricity is a company culture that aims to provide positive, satisfying customer experiences.” It ensures that low-income Filipino families who are underserved and unserved feel safe and empowered when accessing financial services,” he added.

Regulators have partnered with the Bankers Institute of the Philippines and the Bank Marketing Association of the Philippines, among others, to conduct capacity-building sessions for bank employees and executives, according to Diokno.

“A fundamental aspect of a digitally inclusive financial economy,” he said, is ensuring the public’s trust and confidence in the banking sector.

“Making customer centricity a top priority across the financial services industry begins with making responsive, responsible, and customer-centric culture a top priority,” he added.

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