HONOLULU (HI Now) - Central Pacific Bank is forging a new path for banking in Hawaii, centered on a massive digital transformation effort aimed at creating a simpler, more efficient customer experience. Jason Lazzerini, Executive Vice President & Chief Digital Officer at CPB, recently detailed the bank’s strategy to unify the customer experience, leverage advanced technology, and keep community care at the core of its innovations.
He emphasized that digital transformation, for CPB, “means simpler, efficient banking and smarter guidance,” adding, “We’re unifying the experience across mobile, online, and the branch so customers can do more in less time—with the same CPB care behind it. As we head toward 2026, you’ll see faster mobile innovation, fun and enriching experiences, and responsible use of AI that makes banking feel easy - maybe even fun.”
The bank is transforming its mobile app, recognizing it as the primary channel for most customers. CPB is moving beyond the app being “just a check-your-balance tool” to make it a trusted financial partner. Lazzerini explained the goal is for the app to feel like a trusted partner that helps you make better decisions by adding clear, personalized insights, simple onboarding for new accounts or loans, and tools that encourage good habits.
This focus on consistency extends to the concept of omni-channel banking, where customers should experience “one team, one CPB—no matter if it’s a branch, the app, a call, chat, or an ATM.” This is achieved through a new customer relationship platform that gives bankers a 360-degree view, ensuring customers do not repeat themselves and making “every handoff clean, every interaction consistent, and every minute count.”
CPB is also rolling out “hybrid banking,” which aims to “meet the customer in the moment” by allowing them to “start an application online and finish with a banker—or the other way around.” The bank has rolled out digital origination for both consumer and small business needs and is bundling products around specific financial goals like ‘first home’ or ‘start a business’ so customers get exactly what they need, when they need it.
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When discussing Artificial Intelligence, Lazzerini stressed a thoughtful and respectful approach, first using AI behind the scenes to support employees with “quick answers, better data checks, safer processes,” and only later bringing it to customers for “simple, accurate use cases with a human in the loop.” He unequivocally stated that CPB’s commitment to community is paramount, affirming, “Our Aloha is non-negotiable: privacy, accuracy, and people first.”
Looking ahead, CPB is committed to reimagining what banking can be in Hawaii, including initiatives like launching a Filipino language ATM interface, introducing more inclusive digital tools, and exploring specialty products that serve the unique needs of the community. Lazzerini confirmed that at the heart of the transformation, “we’re meeting customers where they are—and where they’re headed.” This customer-centric approach is exemplified by their flagship digital account, Shaka Checking.
“Shaka Checking is our flagship digital-friendly account that truly gives back,” said Lazzerini. “It has no monthly fees if you choose online statements, earns interest on deposits, and lets you access your paycheck up to two days early. You also get free use of any ATM—no CPB fees—and up to $20 a month in worldwide ATM surcharge rebates. Plus, there’s no minimum balance. It’s simple, rewarding, and built for Hawaii’s lifestyle.”
Ready to see how Central Pacific Bank can help you reach your financial goals? We got you – visit cpb.bank today!
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