Best practices / EastWest Bank

EastWest Bank banks on learning—98% completion rate

Delivering quality training across 392 stores nationwide

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Honorable mentionEastWest Bank, established in 1994, is one of the fastest-growing banks in the Philippines. They cater to the financial needs of consumers, middle market corporates, and the mass affluent. Through their vast network of stores nationwide, they offer a wide range of banking products and services, as well as allied financial services: non-life insurance brokerage, bancassurance, and leasing.

EastWest Bank is committed to delivering innovative and integrated financial products with excellent service that meets the evolving needs of its customers. It fosters employee growth and recognition, supports community well being through outreach, adheres to the highest standards of ethics and governance, and ensures optimal returns for shareholders through prudent management. Learning and Development is one of the critical drivers in EastWest Bank's mission and vision where employees are seen as the Bank's secret weapon.

"Empowering employees through upskilling and continuous development will propel the Bank to further success."

Jeremie Lois Goze, Learning Officer

INDUSTRY

Financial services and banking

COMPANY SIZE

Large enterprise

HEADQUARTERS

Manila, Philippines

SERVICES

Personal, business, and mobile banking

The challenge

  • Managing scalability concerns with a growing workforce and 392 stores nationwide
  • Training programs lacked interactivity and relevance, resulting in low engagement
  • Lacked comprehensive insights into training progress and outcomes, making it difficult to measure impact and align learning initiatives with business objectives

Prior to implementing CYPHER, EastWest Bank faced issues with scalability, engagement, accessibility, standardization, and compliance. Additionally, they needed the ability to incorporate data-driven decision making to ensure that training programs are aligned with key business objectives.

“At EastWest, we believe in looking ahead and preparing for how we can mitigate the risks that may arise as a result of our unprecedented growth.”

Jeremie Lois Goze, Learning Officer

The solution

  • Centralized training delivery to ensure consistency at scale
  • Self-paced learning to empower learning ownership
  • Automatically monitor compliance requirements
  • Tracking skills gaps to proactively encourage upskilling

Since adopting CYPHER, our learning and development processes have undergone significant transformation, leading to measurable improvements in engagement, efficiency, and learning outcomes.

CYPHER provided a centralized, cloud-based platform that supported training delivery at scale, ensuring consistency and efficiency across 392 stores nationwide. At EastWest, we call our CYPHER platform LEAP, an acronym for “Learning Everywhere, Anytime Platform”. This will be the first time that the Bank's learning platform can be accessed on any device, anywhere.

Features

Interactive modules and gamification have made learning more engaging for employees. The platform’s user-friendly interface encourages participation and allows employees to learn at their own pace, anytime and anywhere. The AI 360 feature is also a big game changer since this simplifies course creation and empowers learners to own their learning journeys. Through the courses generated by AI 360, learners have access to the platform at any given point in time, addressing just-in-time learning.

LEAP (CYPHER) analytics and reporting tools provide deep insights into employee progress and skill gaps. Previously, we were tracking skill gaps manually. With the Skills Development feature, we can now track these skills within the platform automatically and provide proactive recommendations for upskilling. The skill mastery is visible to the learners as well so that they can also see which skills they need to improve, allowing them to request other available pre-built courses in LEAP to address their skills gaps. Through the analytics of LEAP, we are also able to effectively monitor the 40-hour training requirement of all employees, which is part of their compliance (KRA).

"CYPHER Learning has revolutionized our training processes, making learning accessible, engaging, and impactful. With its innovative features and data-driven insights, we’ve empowered our employees and aligned our training initiatives with organizational goals—driving measurable improvements in learning engagement."

Jeremie Lois Goze, Learning Officer

The results

  • Boosted accessibility to reach over 6,000 users
  • 98% completion rate (up from 88%)
  • Drove higher engagement with learning initiatives

LEAP has empowered over 6,000 employees across 392 stores in the Philippines to access learning anytime, anywhere. It has become our primary tool for delivering training content seamlessly. By centralizing all training records within LEAP, we can easily generate analytics and reports, including the Employee Training Record (ETR), which tracks the compliance completion of the required 40-hour training for all employees.

Additionally, LEAP's automation features have significantly enhanced our monitoring of mandatory and compliance courses, which we refer to as "Race to 100." As a result, our completion rate has increased from 88% in 2023 to 98% in 2024.

In December, we launched the A Yuletide Path to Growth: 12 Days of Holiday Learning initiative, designed to foster skill development during the busy holiday season. This program featured daily, 30-minute courses focused on leadership, growth mindset, cybersecurity, and goal setting, all framed within a festive Christmas theme. The modules were created using AI 360, which played a critical role in meeting tight deadlines and delivering quality content. To enhance engagement, the initiative was gamified, encouraging participation and completion. A total of 2,298 employees took part in the challenge, with 1,107 successfully completing the program, resulting in a 48% completion rate. Given the timing of the launch—amid end-of-year performance reviews, holiday activities, and employee leaves—this outcome reflects a strong engagement level and successful uptake of the learning opportunity.

"By adopting CYPHER, organizations can empower their workforce, drive innovation, and achieve long-term success through a modern, user-friendly learning platform tailored to today’s dynamic business environment."

Jeremie Lois Goze, Learning Officer

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