Bank of the Philippine Islands (BPI) has officially unveiled its first full-scale “phygital” flagship branch at its Buendia Center in Makati City.
This milestone reflects the bank’s commitment to reimagining branch banking, blending digital convenience with personalized, human touchpoints.
The refreshed design emphasizes efficiency, accessibility, and a more welcoming environment for both quick transactions and in-depth consultations.
A new branch experience: Layout and amenities
BPI Buendia’s open-layout design and hybrid service model
BPI’s Buendia Center moves away from traditional teller counters, embracing an open-layout design that encourages interaction and transparency.
Customers are welcomed into a bright, modern space designed to make banking feel less transactional and more engaging.
The phygital setup supports both digital and assisted banking. Private meeting pods allow for personalized financial consultations, while hybrid touchpoints cater to clients who prefer to handle transactions digitally or with guided assistance.
This creates a seamless experience for a wide range of banking needs.
Lifestyle-inspired perks and convenience features
The redesigned branch also integrates lifestyle-inspired elements, making it more than just a banking space. Clients can enjoy a lobby café kiosk, an outdoor business garden for casual meetings, and concierge-led Quick-Transact lanes that help steer customers toward fast, hassle-free service.
To improve accessibility and reduce waiting times, multiple ATMs have been positioned strategically, and the overall layout ensures smooth customer flow. Whether someone is dropping by for a quick transaction or a longer consultation, the branch is built to deliver comfort and efficiency.
Phygital banking meets sustainability, employee focus at BPI-Buendia
BPI’s first phygital flagship emphasizes not only customer experience but also sustainability. The Buendia Center operates on renewable energy under the bank’s green initiatives and incorporates energy-efficient lighting and materials to reduce its environmental footprint.
The bank also invested in enhancing employee well-being through dedicated spaces such as a wellness studio and a recruitment area. These non-client-facing features signal BPI’s commitment to creating a more holistic and supportive workplace while strengthening its long-term sustainability goals.
What this means for BPI and the PH banking industry
By launching its first phygital flagship, BPI is setting a new benchmark for physical branch innovation in the country. The hybrid model offers the speed of digital banking combined with the guidance of in-person service — a combination that appeals to both tech-savvy customers and those who prefer a more traditional banking experience.
This initiative is part of the bank’s broader plan to modernize branches nationwide, hinting at a future where digital-first yet human-centric branches become the norm. As BPI intensifies its transformation strategy, other institutions may be encouraged to rethink how they design branches and deliver services in a rapidly evolving financial landscape.
The future of ‘phygital’ banking in the Philippines
As BPI expands its phygital strategy, the Buendia Center serves as a preview of what the bank envisions for its network.
The success of this model may shape how Philippine banks balance digital efficiency with the warmth of face-to-face engagement, ultimately redefining the in-branch experience for years to come.
