Contactless transactions must still have human touch - UnionBank CX chief

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In an age of social distancing where contactless solutions are the preferred options, companies must not forget that there is still a need for human touch in these transactions in order for them to become more meaningful for the end users.

On the third installment of Union Bank of the Philippines (UnionBank)’s virtual gathering with media on Aug. 19, the leading digital bank’s chief customer experience officer and consumer finance center head Ana Delgado said a contactless experience does not mean “an experience devoid of human feelings and interactions.”

“Rather, we feel that the experience should still, perhaps even more at this time, allow people to connect with each other," Delgado said during the webinar series that focused on contactless banking solutions and their importance in the new normal.

UnionBank has always employed a human-centric approach when it comes to the creation of digital solutions, and part of this is ensuring that customers are able to enjoy contactless experiences that are seamless while still being able to create meaningful human connections, especially amid the COVID-19 pandemic where physical interactions must be minimized as much as possible.

“What we are now focusing on is how we can increase the ability for people to connect to other people as they are doing financial transactions in a contactless world. For instance, when buying things via viber groups, how do we design our receipts to be more friendly? How do we make it easier for people to transfer using QR code?” Delgado said.

More than looking at the features that they currently have, Delgado pointed out how UnionBank is redesigning and repositioning these features. This is ingrained in a continuous cycle of testing, redefining, and deploying that allows them to deliver contactless solutions that address the different pain points of customers when making financial transactions online.

"We are constantly reviewing what we've launched. When we look at our design process, there are several layers to it. We always start with the customer and are led by the customer, which is why we have a purely digital and a hybrid approach," she added.

Amid the pandemic where lockdown levels can change at any time, UnionBank doubled down on its commitment to respond quickly to the ever changing needs of customers, which the bank pins on its agile work culture.

"We expect that we will learn about more things that need to be prioritized, and I think, thanks to our agile way of working as part of our digital transformation, we are confident that we will be able to respond quickly," Delgado said.

GCash doubles down on security amid pandemic

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GCash, the undisputed leading and preferred mobile wallet in the Philippines, is doubling down on security measures to safeguard its users from fraudsters and cybercriminals, putting in different safety nets that keep customers alert and aware of their accounts’ security and safety.

GCash has ensured that users receive SMS, in-app and social media advisories against fraudulent pages, including fake donation drives and fake financial aid offers under the government's social amelioration program.

App notifications informing customers not to share their account details were rolled out. As soon as a customer opens the GCash app, the reminder not to share any information such as MPINs and OTPs (one-time pins) with anyone can be seen.

It has also taken a more active role in ensuring that fake social media advisories and accounts are taken down.

"As the fight against the coronavirus ensues, we're also waging a war against unscrupulous individuals who are taking advantage of this pandemic to defraud Filipinos. We want to ensure that GCash users who are dependent on our services have trust and confidence in our app, which is why we are doing everything we can to improve our own programs that promote cybersecurity awareness,” GCash President and CEO Martha Sazon said.

GCash also launched social media livestreams that explain how users can further secure their account and delve into account safety and security, making sure that the average GCash user understands how and why these features matter.

In line with strengthening its commitment in protecting consumers from financial fraud, GCash publishes timely and easy to understand infographics, in both English and Filipino, through their official social media channels, that remind and keep users up to date. 

"We want to ensure that GCash users who are dependent on our services have trust and confidence in our app, which is why we are doing everything we can to improve our own programs that promote cybersecurity awareness," Sazon said.

GCash has also partnered with authorities in fraud investigations, offering assistance and cooperating with the National Bureau of Investigation (NBI).

In May, GCash helped the NBI arrest three online swindlers who violated the Cybercrime Prevention Act of 2012 and committed estafa. The individuals asked for users' personal details, including birth dates, addresses, authentication codes and email addresses.

"We are committed to ensuring that our users' data is protected and that they enjoy the app safely and securely," Sazon said. "This is why we're always on the lookout at how we can intensify our drive against criminals who continue to sully the company's name.”

Aside from these, GCash has also introduced the Customer Protect program, wherein qualified users are assured of compensation for unauthorized financial transactions on their GCash app, arising from stolen mobile phones or identity theft.

"At GCash, we understand that the surge of users can also breed fraud risks like cyberattacks and identity theft, which is why, since day one, we have always worked toward prioritizing security and reducing our vulnerabilities," Sazon said. "We recognize the importance of mutual trust and confidence between the app and its users and we aim to further develop this through our efforts in upgrading and ensuring that our system is always at its best.”

Globe Fintech Innovations Inc. (Mynt), which operates GCash, is part of the portfolio companies of 917Ventures, the largest corporate incubator in the Philippines wholly-owned by Globe Telecom Inc.

GCash is available for download on the App Store and Google Play. For more information, kindly visit https://www.gcash.com/.

Shopee Outlines Three “Super” Commitments for 9.9 Super Shopping Day, in Line with the Growing Significance of E-commerce in the New Normal

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Shopee aims to provide a super ecosystem, supercharge recovery for sellers and brands, and deliver a super collection of entertainment and deals at its largest annual 9.9 shopping event 

Shopee, the leading e-commerce platform in Southeast Asia and Taiwan, announces the return of its signature annual shopping event, 9.9 Super Shopping Day. Shopee’s fifth 9.9 shopping event will feature four weeks of entertainment and shopping deals in all seven Shopee markets.

The 9.9 Super Shopping Day this year takes on greater significance as communities step up their recovery efforts and adapt to the new normal. Shopee outlines three commitments: provide a super ecosystem, supercharge recovery for sellers and brands, and deliver a super collection of entertainment and deals.

Terence Pang, Chief Operating Officer at Shopee, said, “9.9 Super Shopping Day has a special meaning for all of us at Shopee. We created 9.9 in 2016 to unlock the potential of e-commerce for our region, and it has become an annual celebration that brings millions of people together. It also holds greater importance than before, as consumers increasingly depend on e-commerce for their shopping needs, and more businesses go online to uncover growth opportunities amid the global pandemic. 9.9 Super Shopping Day reflects our commitment to support our communities. It will deliver the best shopping experience for users and provide a springboard for sellers and brands to increase their online sales.”

Shopee outlines three commitments for 9.9 Super Shopping Day:

1. Provide a super ecosystem

Ensuring quality and reliability with secure payments and logistics offerings

Consumers expect quality and reliability in e-commerce, as online shopping becomes the new normal. To meet these evolving needs, Shopee continues to enhance its logistics and payment infrastructure to make buying and selling online much more seamless.

In 2020, Shopee ramped up offerings for its integrated mobile wallet ShopeePay and partnered with leading payment providers for smooth and secure transactions. These have generated robust growth in the use of digital payments among users, brands, and sellers on Shopee.

Shopee also improved its logistics capabilities to support the increasing scale and frequency of online shopping. In preparation for 9.9 Super Shopping Day, Shopee is tightening integration with logistics partners and optimizing its warehouse operations in the region. These enable sellers and brands to fulfill orders more efficiently, allowing them to maximize sales and boost customer satisfaction even as shopping activity peaks.

2. Supercharge recovery for sellers and brands

Helping brands and sellers maximize sales growth with e-commerce

9.9 Super Shopping Day kicks off the year-end peak shopping season in Southeast Asia and Taiwan. It is the highlight of Shopee’s efforts to help businesses of all sizes to digitalize, recover, and succeed in the long run with e-commerce.

Last April, Shopee introduced its Seller Support Package for sellers and SMEs, to cushion the pandemic’s impact by lowering costs, offering capital support, and boosting sales. Shopee also simplified e-commerce for SMEs and sellers by upgrading its Seller Center, including a new Marketing Center that lets sellers customize store campaigns and product promotions more conveniently.

Local and international brands are turning to Shopee to grow their online businesses, with 70% more new brands opening Official Stores on Shopee Mall in 2020. Shopee has stepped up its efforts to help brands grow their online presence, highlighted by the launch of Google Ads with Shopee in partnership with Google. It is a first-of-its-kind marketing solution for brands to seamlessly create, manage, and monitor Google ads campaigns for their Official Stores on Shopee Mall.

9.9 Super Shopping Day is a major milestone for sellers and brands, as they will receive increased customer traffic and visibility on Shopee. They can build on this momentum by tapping on exclusive engagement tools such as Shopee Live and Shopee Feed to further attract users and boost sales, creating a springboard for continued growth.

3. Deliver a super collection of entertainment and deals

Curating a wide variety of in-app games, live streams, and promotions

Shopee will continue to surprise and delight shoppers at 9.9 Super Shopping Day. On September 9, users can shop countless deals from 10 million sellers and 15,000 brand partners across the region, while enjoying exclusive content and rewards on Shopee Live and Shopee’s in-app games. In the Philippines, 9.9 Super Shopping Day will run from August 19 to September 9. 

9.9 Super Shopping Day will feature all-day content on Shopee Live that entertains, inspires, and connects users with their favorite sellers, brands, and celebrities. In the Philippines, users can enjoy their favorite Shopee Livestreamers showcase their talents on Shopee Live’s Got Super Talent series during the peak of 9.9 Super Shopping Day. 

Users can also win endless rewards from a massive array of in-app games on Shopee, including popular game Shopee Farm, which is played 7 billion times across the region. A major highlight is Shopee Games Day, which offers 24 hours of upsized Shopee coins and exclusive prizes.

Pang closed, “9.9 Super Shopping Day has come a long way since it first started. Shopee’s spirit to grow together with our communities remains unchanged, even as we adapt to a global pandemic. As we kick off the year-end shopping season, we will continue to work hard for all our users, and we look forward to another unforgettable 9.9 Super Shopping Day.”

Find out more about 9.9 Super Shopping Day here https://shopee.ph/m/99. 

Download the Shopee app for free via the App Store or Google Play.

This Grade 12 artist can make awesome artworks with banana catsup

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When hard times strike and traditional resources are out of reach, the most creative of us can find ingenious ways to make one-of-a-kind works of art.

This is especially true for Filipinos—and no one proves our resourcefulness and creativity more than this amazing Grade 12 artist, who didn’t need paint or pencils to create artwork. No, Vincent Dwight Paulo from Nueva Ecija uses banana catsup to draw portraits of famous personalities while staying at home during the community quarantine.

Artist Vincent Dwight Paulo received various NutriAsia products which the family can enjoy both for cooking and creating unique artwork

While he first started with a catsup portrait back in 2018, it was during the quarantine when he really started honing this unique art skill. “I really engaged myself in doing catsup art since school and art supplies shops were closed,” said Vincent. “I was running out of materials, so I used catsup instead.”

With creating catsup art being only a hobby for him, Vincent never thought it would become as popular as it did.

Working with catsup

Catsup was not the first medium he had used to create art, but it was the one within reach at home—which is how he ended up creating portraits of celebrities like Liza Soberano, Kathryn Bernardo, Daniel Padilla, Taylor Swift, and One Direction.

“I really loved catsup because it is readily available inside the house,” Vincent shared. “I really love exploring and trying other mediums just to try something new. I don’t like to stick to the conventional and typical artworks that we see.”

Vincent primarily uses UFC Banana Catsup as it is the family’s favorite catsup brand at home. “It’s always what’s in our kitchen, and we really like fried foods dipped in UFC Banana Catsup because of its tamis-anghang taste,” he said. “I don’t want to try other brands for my art because I’m already used to UFC.”

Vincent’s resourcefulness led him to their kitchen pantry, where he used a bottle of UFC Banana Catsup to create one-of-a-kind portraits that went viral on social media.

Inspiring creativity in Filipinos

While Vincent wows admirers online with his amazing catsup art, his plans are a little more different, as he dreams of taking up architecture in college. He realizes that such a course could be expensive, hindering others from pursuing their passion, but with his work he wants to inspire fellow artists and creatives to be resourceful.

“Being more creative and resourceful really is my objective. Painting does not stop if you don’t have art materials,” he continued. “Alternative materials are everywhere; you just have to explore. If you could think of some other materials than those usually used in making art, that would be great.”

As a token of recognition for Vincent’s astounding creativity and resourcefulness, NutriAsia sent him and his family more of their products for their use—whether it’s for their food or for more of Vincent’s art.

GCash enables 2.5M Filipinos to own savings accounts amid pandemic

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More and more Filipinos are opening savings accounts through GCash, the undisputed leading and preferred mobile wallet in the Philippines, as they found it easier and more convenient than traditional savings products in the market.

GCash Save Money has breached over 2.5 million account holders since it was launched in the second quarter of 2019. This represents a 500-percent year-on-year growth from August last year, when it initially had 500,000 pioneering customers.

“With the pandemic coming into full play, we have seen more and more Filipinos becoming mindful of their personal finances. The national health situation made people realize the value of having an emergency fund during crises. As the leading financial technology (fintech) player in the Philippines, we at GCash are empowering Filipinos to tap into financial tools and services that help safeguard them from the effects of the situations like this,” GCash President Martha Sazon said.

GCash Save Money, a collaboration between GCash and CIMB Bank PH, has reinvented the way Filipinos save money. Traditional savings requires a lot of paperworks, physical presence, a minimum deposit, and maintaining balance, among others.

As a mobile-first savings product, GCash Save Money is the first ever bank account that can be opened and maintained straight from the GCash app.

GCash users are spared from the lengthy exercise of filling up multiple forms and lining up at the bank just to open up a bank account. Verified GCash users only need to follow two steps: Select the Save Money icon in the GCash Dashboard and fill in the necessary personal information in the registration form.

Any Filipino citizen above 18 years of age who owns a fully verified GCash account and a valid government ID can deposit under GCash Save Money.

GCash Save Money offers the highest interest rate per annum versus traditional banks. Users may earn 3.1 percent per annum on balances, paid out monthly. Traditional banks only offer up to 0.25 percent per year.

GCash Save Money users who have average daily balances of P100,000 and above in the month of August are entitled to a 4-percent interest rate per annum prorated for the month.

It also does not require users to have a minimum and maintaining balance or a lock-in period, offers guaranteed return, and is regulated by the Bangko Sentral ng Pilipinas. GCash Save Money accounts are also insured by the Philippine Deposit Insurance Corp. (PDIC) for up to P500,000.

GCash Save Money users can easily track their balance and transaction history through the “Save Money” button in the GCash app. They can also seamlessly move up money between their deposit account and the e-wallet.

“GCash Save Money has addressed the usual barriers that discourage individuals from opening a savings account. These include high maintaining balance and dormancy charges. We believe that through GCash Save Money, we are enabling more Filipinos to participate in the financial landscape, while helping them achieve financial goals or manage emergencies,” Sazon said.

Globe Fintech Innovations Inc. (Mynt), which operates GCash, is part of the portfolio companies of 917Ventures, the largest corporate incubator in the Philippines wholly-owned by Globe Telecom Inc.

GCash is available for download on the App Store and Google Play. For more information, kindly visit https://www.gcash.com/.