Customer centricity for accessing financial services being pushed

Bangko Sentral ng Pilipinas (BSP) Governor Benjamin Diokno has urged financial services sector advocates to further push for a customer centricity campaign (C3) to ensure that all Filipinos will be confident in accessing 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 in his speech during the second day of the five-day virtual FinEd Expo 2021 on Tuesday.

He said the central bank has teamed up the Philippine Deposit Insurance Corporation, the Insurance Commission, and the Securities and Exchange Commission as well as banking industry groups to push for the consumer centricity agenda.

“Customer centricity is a culture that seeks to foster positive, satisfying customer experiences. It helps ensure that the underserved and unserved lower-income Filipino families feel safe and empowered in accessing financial services,” he added.

Diokno said regulators have teamed up 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.

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

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

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