East West Banking Corporation (EastWest) took home three awards at the 2026 Digital CX Awards: Best Use of AI for Customer Experience, Best Use of Gen AI for Customer Experience, and Outstanding Chatbot Customer Experience, all for the Philippines. All three recognize ESTA (EastWest System Tech Assistant), the Bank's AI-powered platform that is changing how Filipinos access and engage with their bank.

The recognition highlights how EastWest continues to invest in practical, customer-facing technology that makes banking easier, more responsive, and more accessible. ESTA brings together automation, generative AI, and conversational banking to help customers engage with the Bank in a simpler and more intuitive way.

What began as a smarter, chat-based way to handle customer service has grown into a broader digital engagement platform. Today, customers can use ESTA to apply for a credit card, auto loan and personal loan, explore insurance options, and participate in auto bidding through Facebook Messenger and the Bank’s digital channels. For many customers, ESTA is also where their EastWest relationship begins, making it as much an acquisition channel as it is a service tool.

What makes ESTA different is its ability to make each interaction more relevant. Every conversation helps build a clearer understanding of what a customer needs, allowing future engagements to feel more personal and timely. Routine concerns can be resolved automatically, reducing wait times and improving convenience. When a request requires human assistance, ESTA hands the conversation over to a representative with the necessary context, so the customer does not have to start over.

ESTA is an integral part of EastWest’s broader phygital strategy, where digital platforms and human support work together to give customers more choices in how they bank. Whether through digital channels or EastWest’s nationwide branch network, the goal remains the same: to make banking easier, more relevant, and more responsive to the needs of customers.

“People are increasingly comfortable turning to AI for everyday needs, and banking is no different,” said EastWest CEO Jerry G. Ngo. “Our goal is to make banking easier for the people we serve so the insights we gain helps us understand our customers better and serve them better. When Filipinos think of chatting with their bank, we want EastWest to be the first name that comes to mind.”

EastWest continues to build out ESTA, with proactive alerts, deeper transaction support, and broader product coverage on the way. Each enhancement is built around one goal: a banking experience that is easier, more intuitive, and ready whenever the customer is.

Start a conversation with ESTA through EastWest’s verified Facebook page at facebook.com/EastWestBanker. For the full range of EastWest products and services, visit www.eastwestbanker.com. The Bank reminds customers to transact only through official EastWest channels.

The 2026 Digital CX Awards recognize digital customer experience innovation across the Asia-Pacific banking sector.

EastWest, foodpanda, and Visa jointly introduced their cobranded credit card at a launch event held in Makati City, where they welcomed media friends for a first look at the new product. It is positioned as the Ultimate Foodie Card for food lovers seeking an instantly rewarding experience for everyday cravings.

The EastWest foodpanda Visa Credit Card offers up to 10 percent cashback on foodpanda orders worth up to Php 4,000 (or cash back worth PHp 400) after which, foodpanda orders will continue to earn 3 percent. It also gives 1 percent cash back on all international spend and 0.3 percent on local transactions, with a total monthly cashback cap of Php 1,000 to be credited weekly to the user’s pandapay wallet. These features bring real-time value to one of today’s most popular digital lifestyles. 

“This partnership brings together three brands that drive convenience, value, and digital innovation,” said Jerry Ngo, Chief Executive Officer of EastWest. “At EastWest, we continue to build financial solutions around real daily habits. The EastWest foodpanda Visa Credit Card is another way we make banking easier, turning every meal into a moment of value.” 

Built on a shared goal of creating connected experiences, the card is designed to simplify how customers pay, order, and enjoy their everyday essentials. It offers full digital application through the foodpanda app or EastWest AI chatbot ESTA, with approved cards delivered straight to customers and ready for use across all Visa-accepted channels, online or in-store. It also streamlines everyday spending with automatic weekly cashback. 

Every new cardholder gets a waived annual fee for the first year, and the first 50,000 approved applicants unlock six months of free pandapro membership plus exclusive vouchers for extra rewards. 

“This collaboration is truly the perfect recipe for everyday delight,” said Daniel Jaramillo, Managing Director of foodpanda Philippines. “We believe that every transaction deserves the best reward—food. With the new card and its weekly cashback, our customers get to treat themselves to the food they love, and enjoy instant wins with every purchase." 

“Visa is proud to power this partnership, expanding secure, contactless, and rewarding payment options for Filipino consumers,” added Jeffrey Navarro, Visa Philippines Country Head. “Together with EastWest and foodpanda, we’re enabling the next wave of digital payments in the Philippines.” 

The launch supports the Bangko Sentral ng Pilipinas’ digital payments roadmap, which targets 70 percent adoption by 2030, and aligns with EastWest’s strategy to embed banking within the everyday digital ecosystems of Filipinos. 

To learn more or apply, visit the foodpanda app or www.ewlend.com/esta.