Banking Reinvented Bridging the gap: inside BDO Unibank’s “phygital” transformation with RJ de la Cruz & Levy Mariñas
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Dec 30, 2025 In this conversation, RJ de la Cruz and Levy Mariñas from BDO Unibank delve into the exciting world of 'phygital' banking. RJ, who leads digital applications, and Levy, head of platform strategy, share insights on BDO's impressive digital transformation journey. They discuss tripling digital wallet usage and the push for financial inclusion, especially for underserved populations. The duo also highlights how AI is set to enhance customer experiences while tackling fraud, showing how technology is reshaping the financial landscape in the Philippines.
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Unified 'Phygital' Customer Journeys
- BDO merged physical and digital channels into a unified “phygital” platform to let customers continue journeys across channels.
- Romeo Josef “RJ” de la Cruz says the result satisfies current needs but the bar keeps rising so the journey never truly ends.
Pick A Customizable Unified Platform
- Choose a unified platform with built-in features you can customize to local needs to speed migration.
- Levy Mariñas credits Backbase for tripling active users on BDO Pay and boosting overall digital activity.
Digitize Complex Products Next
- After digitizing basic banking, the next step is to bring complex products like loans, investments, and insurance fully digital.
- RJ emphasizes making branch services available at customers' fingertips and then expanding beyond them.