Episode 24
In Conversation with Marichelle B. Almario, Head of Customer Protection and Experience Management at Philippine Bank of Communications (PBCOM)
Join us as we explore user experience excellence in banking with one of the Philippines’ most accomplished customer experience leaders. Discover how strategic UX design, customer feedback, and innovative thinking are transforming digital banking experiences.
Meet Our Guest
Marichelle B. Almario
Head of Customer Protection and Experience Management at (PBCOM)
Marichelle is a seasoned leader in Customer Experience with over 30 years of driving service excellence across telecom, hospitality, and banking. As PBCOM’s Head of Customer Protection and Experience Management, she’s led transformative initiatives that significantly improved customer satisfaction and engagement. She also serves as PBCOM’s Data Protection Officer and plays a key role in shaping industry-wide standards as the Vice Representative of the Banking Sector for customer and data protection.
Key Discussion Topics
- Defining User Experience
What user experience truly means in today’s digital landscape and how banks can cut through the buzzwords to focus on what matters. - Evaluating Digital Excellence
The specific elements Marichelle looks for when assessing whether a website or mobile app delivers outstanding user experience. - Motivating UX Innovation
How great UX designers find inspiration and develop innovative approaches to customer experience challenges. - Customer Feedback Strategies
Effective methods for gathering customer feedback on digital channels, with insights from successful implementations in the Philippines. - UX Refresh Timing
How often banks should update their digital channel user experience and the strategic considerations behind these decisions.
Tune in to hear some great insights!
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