BDO Unibank Inc. is pushing forward its digital roadmap while strengthening personalized services in its branches, a strategy that executive vice president and Branch Banking Group head Cora Mallillin said is aimed at making banking more accessible, secure and inclusive for all Filipinos.

Mallillin told the DAILY TRIBUNE that the bank’s in-branch self-service stations and universal machines were designed to simplify transactions for clients who prefer speed and efficiency.

“They allow customers to do transactions without having to line up at the teller,” she said.

“This saves time for individuals and even small business owners who need to focus on their daily operations, while also freeing up our front liners to handle more complex needs that require personalized support,” Mallillin added.

Vital touchpoints

Despite its heavy investments in mobile apps, online banking, and automated services, Mallillin stressed that BDO sees its branches as “vital touchpoints” for clients who still value face-to-face interactions.

“Digital banking should complement — not replace — personal relationships,” she explained, adding that customer relationship representatives remain ready to guide clients through both traditional and digital transactions.

This blended approach also supports the bank’s drive toward financial inclusion in underserved communities. By leveraging BDO Network Bank and the Cash Agad program, the lender brings banking services to far-flung areas, giving families and small entrepreneurs the ability to save, pay, and transact without traveling long distances.