BPI ramps up ‘phygital’ transformation

MANILA, Philippines — Bank of the Philippine Islands (BPI) is fast-tracking its “phygital” transformation strategy, aiming to roll out 70 more hybrid branches in 2025 as part of its broader goal to modernize its entire branch network within five years.

This will bring the total number of BPI’s phygital branches to about 140 nationwide, marking its shift to a smarter, more seamless blend of physical and digital banking for the Filipino market.

BPI’s head of consumer banking Maria Cristina Go said the bank’s strategy has transformed the way its clients engage with the Ayala-led lender.

“We’ve been on this phygital transformation journey for the past three years and our customers have experienced the power of that transformation through enhanced convenience, simplified banking, and differentiated advisory service,” she said.

The 173-year-old bank currently operates 59 phygital, nine prime phygital and three flagship branches across the country.

These smart branches combine in-person customer service with digital tools such as self-service kiosks and paperless transactions, offering a hybrid experience that adapts to different banking needs.

For two consecutive years, the Ayala-led bank said it has topped the industry in net promoter score (NPS), a metric that is used to gauge customer loyalty and satisfaction.

Go said this reflects the increasing trust clients have in the bank’s offerings and advisory services.

With the rise of phygital branches, Go said BPI has observed that customers, whether digital-first or traditional, continue to visit their branches.