More digital, more human: How Banco Popular Dominicano is transforming banking

Transcript

Banco Popular is the most digitally advanced financial institution in the Dominican Republic, with 88 percent of its transactions now conducted digitally. But while leveraging deep technological investment and expertise, it is also embracing personalised client relationships and the human touch in all its interactions. Francisco Ramirez, Executive Vice President of Personal Business and Branches, discusses Banco Popular Dominicano’s branch redesign, its ‘more digital, more human’ philosophy, and how the bank is embedding business units in other everyday enterprises to get closer to its customers at key moments in their lives.

Francisco Ramirez: Driven by our ambitious personal banking initiative, ‘A more innovative, more human, and closer banking experience,’ Banco Popular Dominicano has embarked on a sweeping transformation of its branch network – positioning itself as a leader in modern banking across Latin America.

This bold redesign has reimagined our branches as spacious, efficient, and technologically advanced environments.

Customers now enjoy a faster, more personalised experience that seamlessly blends self-service convenience with attentive, tailored support.

Routine transactions are now streamlined through the teller area, accelerating service delivery. At the same time, our service officers are empowered to focus on high-value, personalised consultations, including credit guidance, investment strategies, and financial planning.

In this enhanced environment, every in-person visit becomes a meaningful opportunity to deepen our relationship with each customer.

We embraced a clear and powerful philosophy: More digital, more human.

Our digital transformation is not about reducing human connection – it’s about enhancing it. That’s why we have deployed over 100 financial officers dedicated to remote assistance, enabling us to double the number of clients served by personal advisors.

These officers go beyond managing transactions. They act as trusted financial partners, guiding each individual with empathy, expertise, and a deep commitment to their financial well-being.

We are committed to being there for our customers, when and where they need us most.

To fulfil this promise, we’ve extended our presence beyond traditional branches by establishing business units within real estate agencies, car dealerships, and department stores.

This strategic expansion allows us to be present at pivotal moments – whether it’s a person purchasing their first home, or an entrepreneur seeking financing to grow their business.

By embedding ourselves in these key environments, we not only enhance operational efficiency but also elevate our relevance during life’s most important financial decisions.

At Banco Popular Dominicano, we recognise that digital transformation is a continuous journey, not a destination.

Our next chapter focuses on deepening the integration of advanced technology with highly personalised human experiences. We are actively exploring AI-driven tools and data analytics to anticipate our customers’ needs with greater precision and care.

We will continue to expand our network of integrated offices in strategic locations, ensuring we are present during the most critical moments in our customers’ financial lives. At the same time, we are committed to continuously enhancing the digital experience – making every interaction, whether remote or in-person, faster, more intuitive, and more personal.

At the heart of it all is our unwavering focus: putting the customer first, always.