TRANSFORMATIONAL MINDSET: Focusing beyond the pandemic


By: Malaya Business Insight

For Jaime Augusto Zobel de Ayala, chairman of one of the country’s largest conglomerates, adapting to the new standard ushered by coronavirus disease 2019 (COVID-19) pandemic requires redesigning how the group interacts not just with customers but with stakeholders at large.

Identifying what Zobel calls as the “pain points,” Ayala Group is measuredly evolving the way the group interacts with its community.

The Group is pouring resources towards further digital adoption of its various services for better interaction with customers. This a result of “broad trends about the changing preferences of the Filipino consumer,” according to Zobel.

“Many of our customers have steadily migrated and gotten used to more digital ways to transact, buy products, and access services. Nowhere is this shift most apparent than in financial services, e-commerce, and healthcare,” he said.

Zobel earlier said that as of September last year, 81 percent of transactions at Bank of the Philippine Islands (BPI) are being done via online channels, up from 71 percent prior to the COVID-19 quarantine.

BPI’s mobile app likewise grew transactions 118 percent while platform enrollments increased 125 percent.

The group’s financial technology business over at GCash at the same time experienced a doubling of users and transactions, and E-commerce through business Zalora has seen transaction volumes all exceeding pre-quarantine levels.

Ayala Malls has unveiled its Ayala Malls Neighborhood Assistant or “Ana,” a virtual channel for food and grocery purchases that can be picked up at the mall or delivered to customers’ homes.


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