The Rizal Commercial Banking Corporation (RCBC) is set to complete this year its branch upgrade nationwide, aiming to switch all 118 remaining to the new Branch of Today (BOT) format.
RCBC’s Branch Services Support head Richard Peraltaunderscored that the branch upgrade is an integral part of the bank’s digital transformational strategy that is aimed at simplifying and making banking easier and more convenient. As of today, the bank has a total branch network of 440.
RCBC’s commitment to delivering the best customer experience is reflected in the BOT project, which seamlessly blends physical and digital banking services. With transactions becoming increasingly self-service through a mobile portal that is integrated into RCBC’s core systems, clients experience a faster and easier banking journey.
Driven by deep understanding of the changing needs and preferences of the bank’s diverse customer base, RCBC implemented enhancements in its end-to-end digital channels which further improved the banking experience in its branches ensuring a smooth omni-channel flow across touch points. These included designing the digital portal for optimal UX (User Experience), faster and painless processes with RPA (Robotic Process Automation) without losing the bank’s unique brand of personalized service.
Peralta emphasized that the BOT initiative is a pivotal step in providing a superior omnichannel experience with the best customer experience.
“By leveraging cutting-edge technology and customer insights/feedback, we are not only modernizing our branches but also enhancing the overall customer journey. BOT represents a paradigm shift in how we approach banking where customers can seamlessly transition between digital and physical channels and expect the same level of service and convenience across all touchpoints,” Peralta said.
Furthermore, RCBC has invested heavily in training its branch personnel to ensure that the in-branch banking experience matches, if not exceeds, with the exceptional quality of services customers have come to expect from the bank’s award-winning digital apps.
Peralta said RCBC’s branch staff are equipped with the knowledge and skills necessary to provide personalized assistance and guidance to customers across a wide range of transactions and customer journeys.
“Our personnel are there to help customers make their way through various transactions and customer journeys,” he added.
