Tag: Philippines

Philippines – Robinsons Land Corporation (RLC), a real estate development company in the Philippines, has appointed Maria Socorro Isabelle ‘Mybelle’ Aragon-GoBio as its president and chief executive officer, effective on February 1, 2025.

The appointment comes after Lance Gokongwei, currently the chairman of RLC, stepped down as president and CEO, which he has held since January 8, 2024.

Aragon-GoBio’s appointment marks her as the first female president and CEO of RLC, reflecting the company’s commitment to inclusivity, progressive leadership, and meritocracy.

Having first joined RLC in 1993, Aragon-GoBio has over 30 years of experience in the industry and has held leadership positions in logistics, residential and office developments, and mixed-use estates.

Aragon-GoBio has significantly contributed to RLC, having served as president and CEO of Robinsons Logistix and Industrials and leading project developments as senior vice president of Robinsons Destination Estates.

In her early career at RLC, she helped establish the company’s High-Rise Buildings Division and increase revenue through condominium and office projects. 

Additionally, Aragon-GoBio spearheaded the launch of various residential brands, forged partnerships, and contributed to projects with government institutions.

Aragon-GoBio is also currently the director of Luzon International Premier Airport Development Corporation and Altus Property Ventures.

“Ms. Aragon-GoBio brings with her a wealth of experience, deep industry expertise, and a forward-thinking vision that will drive Robinsons Land Corporation into a new chapter of growth and innovation. Her steadfast commitment to operational excellence, customer-centricity, agile approach and sustainable development will undoubtedly strengthen RLC’s market leadership and create long-term value for all stakeholders,” RLC’s Board of Directors expressed in a press release.

Digital banks are reshaping the financial industry with convenient, fully online services that prioritise accessibility and efficiency. To stay competitive in this growing sector, they must adopt innovative solutions that enhance customer experience and streamline operations.

Conversational AI plays a crucial role in this transformation, offering real-time, personalized support while automating routine tasks. By improving customer satisfaction and operational efficiency, AI enables digital banks to scale services effectively without compromising quality, making it a vital tool in today’s tech-driven market.

In this case study, we explore how Tonik Bank, a leading digital bank in the Philippines, leveraged Gupshup’s Conversation Cloud—powered by advanced AI and automation tools—to enhance customer satisfaction and operational efficiency.

The Challenge

As a digital-first bank, Tonik aimed to stand out by delivering a seamless, efficient customer experience superior to traditional banks. To meet the demands of its growing user base, the bank sought innovative solutions to reduce response times, automate routine tasks, enhance customer satisfaction and engagement, and boost operational efficiency while cutting costs. 

Tonik recognised that addressing these challenges would not only retain existing customers but also attract new users to its platform.

The Objective

Tonik outlined clear goals for its partnership with Gupshup:

  • Enable instant access to customer support and information.
  • Reduce reliance on traditional channels by adopting AI-driven solutions.
  • Deliver personalised and efficient customer interactions.
  • Enhance operational efficiency by automating routine tasks.

By achieving these objectives, Tonik aimed to establish itself as a leader in customer experience while scaling its operations cost-effectively.

The Solution

To address Tonik’s objectives, Gupshup implemented a comprehensive strategy leveraging Generative AI and automation technologies. At the core of this approach was the integration of a Generative AI-powered chatbot tailored specifically for Tonik’s mobile app. This advanced chatbot managed a wide range of customer interactions, providing instant responses to queries, engaging in contextual and personalised conversations, and assisting with routine banking tasks such as balance inquiries and transactions.

In addition to enhancing responsiveness, Gupshup automated routine customer service tasks, allowing human agents to concentrate on more complex, high-value interactions. This shift not only improved the efficiency of the customer care team but also significantly reduced response times. 

To improve AI accuracy and reduce manual retraining, Gupshup took a multi-model approach combining Gupshup’s fine-tuned ACE LLM (built atop foundational models) with traditional NLP models, optimizing for latency, response quality, and cost-effectiveness.

As a result, the chatbot now autonomously resolves 75% of customer queries, covering a wide range of topics from FAQs about account opening and information about loan products. This significantly reduces the need for human intervention. Additionally, ACE LLM’s fine-tuning reduces AI hallucinations, ensuring high accuracy and reliability.

To ensure sustained success, Gupshup established regular feedback loops and performance reviews, continuously optimizing the system for maximum effectiveness and adaptability.

The Result

The partnership between Tonik and Gupshup yielded remarkable results, showcasing the power of Generative AI in transforming digital banking.

Customer satisfaction saw a significant boost, with the AI chatbot enhancing response times and achieving a 45% increase in customer satisfaction ratings. Operational efficiency also improved, as automation allowed the customer care team to operate 4.3 times more efficiently while reducing costs associated with manual query handling.

The AI chatbot demonstrated exceptional performance, routing 9 out of 10  customer queries through the in-app chat feature, achieving an AI accuracy rate of 95%. This success in automation not only streamlined processes but also enhanced the overall user experience.

This initiative is expected to save over USD 20 million in operational costs for Tonik Bank over the next three years, contributing to a significant increase in productivity while maintaining a headcount growth rate below 20%.

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Tonik Bank’s partnership with Gupshup highlights the power of conversational AI in banking. By automating tasks and improving customer interactions, Tonik enhanced its customer experience and achieved significant operational efficiency. This success sets a standard for innovative, customer-focused digital banking in a competitive financial landscape.

Philippines – ACMobility, the automotive arm of the Ayala Group, has acquired the electric vehicle (EV) charging network Evro under Globe’s tech innovation arm 917Ventures.

ACMobility’s acquisition of Evro is part of its wider effort to eliminate hindrances to EV adoption, particularly drivers’ access to charging stations.

Meanwhile, Evro aims to consolidate the EV charging network in the Philippines, disregarding brand or charge-point operators (CPO) to provide accessibility to all users. With plans to expand the network, Evro is set to add more CPOs to its platform.

Evro’s app allows EV users to find nearby charging points compatible with their vehicle and monitor the charging progress remotely in real-time. Cashless payments are also available in-app.

The app features 33 charging points managed by ACMobility in different locations in the Philippines, including Metro Manila, Baguio, Cebu, and Bataan.

“We built Evro with the intention of simplifying Filipino EV owners’ charging journeys. Since launching earlier this year, we’ve made significant headway in advancing sustainable transport through our tech and partners. Entrusting Evro to ACMobility ensures it will continue to evolve and contribute to the advancement of sustainable transport,” Vince Yamat, managing director of 917Ventures, said.

“We are thrilled to bring Evro into the ACMobility ecosystem. Evro is changing the game for electric vehicle adoption in the Philippines. Alongside our efforts in ACMobility, it will address range anxiety concerns and empower EV owners to have full control of their charging experience,” Jaime Alfonso Zobel de Ayala, chief executive officer of ACMobility, said.

“The collaboration with 917Ventures and the Globe Group has been invaluable as we build a sustainable future for Filipino motorists together,” Zobel de Ayala added.

Manila, Philippines – DigiPlus Interactive, a Philippine-based digital leisure and entertainment hub, is marking its expansion to Brazil following the country’s approval of the firm’s subsidiary DigiPlus Interactive Ltda. a definitive authority to operate sports betting and other online games.

According to a recent stock disclosure statement, DigiPlus’ Board of Directors approved the initial funding of PHP660m to pay for the license fees, minimum capitalization, financial reserves, and other operational expenses as part of the post-qualification process of the Ministry of Finance’s Secretariat of Awards and Bets (SPA). This initial funding is intended for a three-month horizon.

DigiPlus first filed an application for Licença Para Loterias De Apostas De Quota Fixa in Brazil in August 2024, which is a federal license that allows the operations of land-based and online sports betting, electronic games, live game studios, and other fixed-odds betting activities in Brazil.

On 21 November 2024, DigiPlus Brazil has passed the qualification stage for a federal license with Brazil’s Ministry of Finance’s Secretariat of Awards and Bets (SPA). DigiPlus has 30 days to fulfill post-qualification regulatory requirements, including license fee payments.

After completion of the post-qualification requirements, SPA shall release the final list of operators authorised to operate from January 1, 2025 onwards. It would enable the corporation to operate online sports betting and other iGaming offerings in Brazil.

DigiPlus Interactive operates the digital bingo platform BingoPlus, sports betting platform Arena Plus, and carnival-inspired betting Perya Games. It was first established in 2022 following the launch of BingoPlus.

Manila, Philippines – The Department of Trade and Industry (DTI) has welcomed the recent expansion of the ‘niko and…’ fashion brand, which is part of Japanese retailer Adastria, to the Philippines. 

The store’s opening marks a significant milestone in Adastria’s strategic international expansion, and highlights the Philippines’ growing appeal as a retail investment destination.

To facilitate its entry into the Philippines, Adastria formed a joint venture with the Primer Group of Companies. This venture was established with an initial capitalization of PHP160m (US$2.85m). It sees Adastria holding a 75% stake and Primer the remaining 25%. 

This partnership ensures the seamless integration of Adastria’s global brand management standards with Primer’s extensive local market expertise.

Adastria has emphasised the significance of the Philippine market for the company’s Southeast Asia expansion, which is driven by the country’s young demographic, growing fashion consciousness, and increasing disposable income. 

With the support of PTIC Tokyo and Primer Group, Adastria is poised to deliver an exceptional retail and e-commerce experience tailored to Filipino consumers.

“Adastria’s entry into the Philippine market marks a significant milestone in the evolving Philippine-Japanese partnership in the lifestyle and retail sectors. It stands as a prime example of how collaborative efforts between government initiatives and private sector dynamism can lead to mutually beneficial outcomes—fostering economic growth, enhancing consumer options, and driving innovation across industries,” said Department of Trade and Industry (DTI) Secretary Cristina A. Roque.

Meanwhile, Commercial Counselor and Special Trade Representative Dita Angara-Mathay shared that Adastria has plans to expand its footprint in the Philippines by opening more “niko and…” stores and strengthening its omnichannel presence. This strategy combines the immersive experience of brick-and-mortar retail with the convenience and reach of e-commerce to ensure a seamless and engaging customer journey. 

Philippines – Coca-Cola is sending ‘balikbayan’ gifts from Canada to the Philippines in its latest Christmas initiative, in partnership with Filipino-owned stores in Toronto.

In its new campaign video with production company Open Swim, Coca-Cola celebrates the tradition of gift-giving from Filipinos overseas to their loved ones in the Philippines, usually wrapped in large balikbayan boxes.

The video features Tita Rosita, owner of the oldest Filipino-Canadian grocery store in Toronto. Inside her store, she is preparing boxes for her customers to send to their families in the Philippines, with a complimentary cost of shipping from Coca-Cola.

As part of the campaign, Coca-Cola also designed Tita Rosita’s store as a balikbayan box, letting her customers know where to get the boxes.

To send the gifts, Coca-Cola teamed up with Filipino cargo courier Atin-Ito, based in Toronto, for door-to-door deliveries in a span of 12 to 16 weeks.

The campaign video was directed by Open Swim’s Marc André Debruyne, also a Filipino himself.

“It’s a totally surreal feeling when a work project crosses over into your personal life. It’s not too often that happens,” Debruyne said.

“The number of Balikbayan boxes I’ve sent home since I was a child, being surrounded by so many Filipinos on set – both crew and cast, and even being served pancit by Tita Rosita for lunch (and getting yelled at after because I didn’t have seconds) brought back so many wonderful memories of my mom. It was such a fun vibe on set. This wasn’t even a job, it was truly something special,” Debruyne added.

“Coca‑Cola is committed to supporting the Filipino-Canadian community in celebrating the Balikbayan tradition and what it stands for. Through this initiative, we hope to bring real magic to the holiday season and allow those separated by distance to feel closer to their loved ones,” Stephanie Eddy, cultural marketing lead at The Coca‑Cola Company, said.

Philippines – Finance company Skyro’s Flexi-Billboards were first installed in a Philippine province, meant primarily to be seen by people in Davao. Yet it soon captured the eyes of Filipinos nationwide over social media.

The billboards, as seen in a viral post on social media, appear flexible as they adjust around physical barriers such as electrical poles. This concept of advertising agency GIGIL complements Skyro’s offer of flexible loans, showing a witty side of the brand.

In an exclusive interview with MARKETECH APAC, Alvin Adriano, GIGIL’s new associate creative director, talks about how the creative billboards sprung from a simple concept and propelled Skyro’s message to unexpectedly more audiences. 

Resonating with audiences through clever yet simple execution

Big ideas can also be simple, as GIGIL and Skyro have proven in their collaboration. Alvin says simplicity has been at the core of developing the out-of-home (OOH) ads, from the brainstorming sessions to its execution.

“It all started with a strong foundational idea. The team developed the campaign tagline ‘Kami na mag-a-adjust’ or ‘We’ll adjust’, which is based on the brand benefit of Skyro Flexi Loans’ due dates and payment terms being adjustable. This provided us with multiple avenues to explore and play with,” Alvin said.

Building on the idea, Alvin shares how his team used Skyro’s intended message of being flexible in setting due dates as a springboard for its visuals.

“During brainstorming sessions, the team’s thought process was, ‘What are the day-to-day things we see in our surroundings that Skyro can adjust?’ From there, the team came up with multiple ideas and eventually narrowed it down to obstructions blocking billboards, a common occurrence in dense metro areas in the Philippines,” he explained.

The simple yet clever idea also proved to be an advantage in ensuring that Skyro’s target audience would seamlessly get the message.

“From the copy to the layout of the billboard, the team ensured it would be easily read and understood, removing any layers that could make our message confusing or difficult to comprehend,” he said.

Enhancing Skyro’s brand awareness

The purpose of all OOH campaigns is to reach a large number of audiences, but this number greatly increased for GIGIL and Skyro once the billboards transcended from the physical to the digital realm.

“Shortly after we put up the billboard, it caught the attention of a local Davaoeño, who took a photo of it and shared it on Facebook, where it quickly went viral,” Alvin said.

“Originally targeting Davaoeños, the campaign has now expanded its reach across the country. Now, Filipinos nationwide are aware of Skyro and their adjustable loan offerings,” he added.

However, GIGIL also picked up insights to improve on in the next campaign, based on the audiences’ response to viral social media posts.

“The team also learned that there are still Filipinos who are hesitant to avail themselves of a loan despite Skyro’s compelling and flexible offerings. The stigma surrounding loans could be something the brand can address in the next campaign,” he said.

In concluding the interview, Alvin leaves a message to other creatives in the industry looking to incorporate unique concepts in their ads.

“It’s important for the idea to be entertaining at its core, capturing people’s attention with the aim of having the material resonate with them and hopefully spark positive conversations. Additionally, they should also expose themselves to a variety of ads, using this as an inspiration to craft something truly unique and original—an ad that stands apart from anything that’s been done before,” he said.

With the campaign being able to connect with audiences in a remarkable way, GIGIL and Skyro’s collaboration serves as a reminder for marketers to explore new ways to send marketing messages, demonstrating the art and power of simplicity.

Philippines – Streaming service Max has launched a content partnership with digital services provider PLDT Home to provide entertainment to more customers in the Philippines.

As part of the partnership, new customers subscribing to PLDT Home’s ‘Fiber Unli All Plan 1799’ can access the Max Standard Plan for two months. The promo runs from December 10, 2024 to February 9, 2025.

Warner Bros. Discovery recently launched Max in Southeast Asia, with PLDT as the latest addition to its base of global partners and with plans to forge more partnerships to offer entertainment to more Filipinos.

Max houses shows and films under the HBO Original, Cartoon Network, Cartoonito, and Warner Bros. Discovery collections.

In the standard plan, as offered by PLDT in its promo, customers can stream on two devices simultaneously with full HD video resolution.

“As Max launches across Southeast Asia, we are pleased to expand our partnership with PLDT to bring even more quality entertainment and iconic brands to Filipino audiences,” Tony Qiu, general manager of Greater China and Southeast Asia at Warner Bros. Discovery, commented.

Patrick S. Tang, PLDT Home’s vice president of acquisition marketing, said, “Our new and exciting partnership with Max is PLDT Home’s way of delivering not just unli entertainment to our customers, but also a reinforcement of our commitment to making quality time for Filipino families at home as fun, fulfilling, and meaningful as possible with its endless variety of entertaining content.”

“As the Philippines’ leading digital services provider, we aim to bridge Filipino families to the world’s best content platforms and other lifestyle innovations to further better their life at home in more ways than one,” Tang added.

Manila, Philippines – BDO Unibank, Inc. has forged a partnership with logistics provider Mober to finance its new electric vehicle trucks and promote eco-friendly logistics.

Mober has been leading efforts towards sustainable solutions through green logistics, committed to global net-zero. BDO’s move to finance its vehicles is a step to solidify its commitment to green financing and sustainability. 

Mober’s sustainability efforts are supported by its ‘Battery Management System,’ which monitors its vehicles’ battery health and performance in real-time. This enables the company to predict necessary maintenance and extend the vehicles’ lifespan.

Additionally, Mober uses a ‘Transport Management System’ that optimises its delivery routes to reduce energy consumption and emission. While championing sustainability, it also provides better service for its clients.

Among Mober’s client portfolio are IKEA, Nestlé, Maersk, Monde Nissin, Starbucks, and Kuehne+Nagel.

Mober is also set to launch a new charging hub for electric vehicles in Pasay City by January 2025.

“This is a historic milestone not just for Mober but for the entire logistics industry in the Philippines. With the addition of these 60 EV trucks, our fleet now stands at 110 units, bringing us closer to our goal of 240 units by the end of the first quarter of 2025. Supported by our proprietary Battery Management System (BMS) and Transport Management System (TMS), we’re ensuring not only sustainability but also efficiency and reliability for our clients,” Dennis Ng, chief executive officer of Mober, said.

“We remain committed to supporting eco-friendly initiatives and innovative businesses that nurture the environment and present opportunities for economic growth. This partnership with Mober reinforces our shared commitment towards a greener, more sustainable future,” Charles M. Rodriguez, executive vice president and head of BDO Unibank’s Institutional Banking Group, said.

Philippines – SB Finance Inc., a Security Bank affiliate, has teamed up with delivery app Lalamove Automotive to empower Lalamove drivers with financial solutions.

As part of the partnership, SB Finance is extending its OR/CR for Cash loan offering to Lalamove’s network of drivers. This allows the delivery platform’s partner drivers to make necessary upgrades to their vehicles, manage expenses, and unlock ways to increase income.

Lalamove drivers can access an exclusive channel for financing and get a maximum of Php 2 million loan. With the goal of promoting economic stability to drivers, the initiative streamlines how they can be supported financially.

Through the partnership, usual delays in securing loans will be avoided, allowing the drivers to focus on their work.

The initiative reflects both companies’ vision of uplifting Filipino drivers’ lives, coming at a time when the delivery industry in the Philippines is continuing its growth.

“Our mission at SB Finance is to support hardworking Filipinos in building better lives. Delivery drivers are an essential part of our economy, and this partnership with Lalamove Automotive allows us to provide the financial tools they need to succeed. By making financing simple, accessible, and reliable, we’re helping drivers unlock new possibilities for growth and stability,” Abbie Dans-Casanova, SB Finance president and chief executive officer, said.

Djon Nacario, Lalamove Philippines managing director, commented, “At Lalamove, we always look for ways to support our dedicated partner drivers, who are the backbone of our platform, ensuring every delivery is a success. Partnering with SB Finance gives them access to financial solutions that can help enhance their livelihood, and provide long-term stability. This is more than a partnership—it’s a commitment to the partner driver community’s growth and future.”