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In what ways are your products / channels / interactions (digital or physical) eroding trust from the customer?
(Be specific! Give examples with context, and relate to at least one element of trust from the triangle)

I was charged a custodian fee for my foreign share holding in my Wealth accounts //Hide things in T&C

Our chatbot accuracy still have some way to go, it does not always predict correctly what the customer is asking for

How do you know this? Can it be measured? Please describe:

Fee amount was also rather high ~$100

Thumbs down and lower CSAT score for chatbot

What might you propose to address this?

A more upfront communication of the fee, not something buried within T&C

Give access to live chat more readily

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In what ways are your products / channels / interactions (digital or physical) eroding trust from the customer?
(Be specific! Give examples with context, and relate to at least one element of trust from the triangle)

SG - Our digital soft token performance hasn't been great in Singapore. Our hard token is getting out sync due to legacy design. This leads to customer feeling less confident and we loose trust.

ID - Broken on-boarding issue continued to impact for over 2 years. Customer will loose trust if we can't fix those issues quickly when reported by customer.

SG - We are best bank in the world but it doesn't allow me update my CDP# using vickers online. They are telling me that since we are closed due to covid hence I am asked to print 7 pages write number and sign and send them snail mail. (seriouslly......not even willing to accept email)

How do you know this? Can it be measured? Please describe:

We do have number of failures, token out of sync count and token failure.

Cases can be tracked via reports coming into CCTR or social media feedback.

5 Start survey outcome should show such feedback.

What might you propose to address this?

We have to stop making hobby changes in token flow based on feedback of "one" boss and need to consider wider implications.

Increase last mile for such service. Or allow to send via email or make as upload in IB/MB.

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In what ways are your products / channels / interactions (digital or physical) eroding trust from the customer?
(Be specific! Give examples with context, and relate to at least one element of trust from the triangle)

Not clear text on what we expect customers to enter. e.g. for enter account number

Fee is not clear to customers //interest rate

Reward is limited to small number of customers, stated in the small T&C link

How do you know this? Can it be measured? Please describe:

Customer feedbacks.  measures by the number of complaints

What might you propose to address this?

Give specific, clear simple  instruction on the screens. e.g, enter numeric number only

Show clearly what is the the charge, the rate, the time

Be specific and upfront to show the information, limitation

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Regional/General/Biz Lead

What did you eat (lunch)?
Dumplings

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Regional / Chatbot / product owner

What did you eat (lunch)?
Pineapple fried rice

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Singapore / Technology / Digi lead for Digibank & iWealth

I had delicious Aalo Prata with curd.

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SGP / Design / Design lead for digital channel & intelligent banking

Pempek

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Your country / team / role
Indonesia/ CE/ Head of Service Quality & Culture
What did you eat (lunch)? Skip lunch. On diet.

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Indonesia / digibank team / Head of digital banking

What did you eat (lunch)? Gado-gado (Indonesian salad with peanut sauce)

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In what ways are your products / channels / interactions (digital or physical) eroding trust from the customer?
(Be specific! Give examples with context, and relate to at least one element of trust from the triangle)

Digital - Technical/ System Issue (e.g. problem with login, registration, loading time, response time). We erode the reliable element.

Physical, relates to RM service (e.g. lack of follow-up, update). (-) Reliable & Understanding.

How do you know this? Can it be measured? Please describe:

From complaint report & surveys

What might you propose to address this?

We are improving actually. Number of complaints are decreasing. We also learn from SG & IN to identify the most suitable approach for digital issue.

Centralized update and leverage the function of CRM. CRM is useful to help us understand the customers better.

I am interested in the fact that IDEALly customers expect for a transparency & honesty (top 2)  but my question is "Are they ready with the fact if we are transparent & honest with them?". I think we need to improve our communication skill to be more diplomatic.

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In what ways are your products / channels / interactions (digital or physical) eroding trust from the customer?
(Be specific! Give examples with context, and relate to at least one element of trust from the triangle)

There is quite an increase in number of complains on the reliability (can't see LOGIN) and stability (if too much app CRASH) on our digibank app

How do you know this? Can it be measured? Please describe:

From customer complain on the app/ play store

What might you propose to address this?

Find out the root cause and fix it?

communicate back to customers what we are doing - build empathy "hey we are aware of this issue and we are fixing it"

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Writer's block? Lost your train of thought?
Click on the images to the left or right for inspiration! :p

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In what ways are your products / channels / interactions (digital or physical) eroding trust from the customer?
(Be specific! Give examples with context, and relate to at least one element of trust from the triangle)

When we have error message that doesn't clearly communicate the problem...and the error relates to customer's money (That looks missing)

When we cannot resolve issues quickly, and we do not update the customer that we are working on it (customer feel left out)

How do you know this? Can it be measured? Please describe:

Customer complaints. Can be measured in various channels

What might you propose to address this?

We do a "sweep" of error messages and customize the message according to the right errors

Always keep the customer updated of the situation, ensuring him/her that we are handling their problem

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In what ways are your products / channels / interactions (digital or physical) eroding trust from the customer?
(Be specific! Give examples with context, and relate to at least one element of trust from the triangle)

transaction failed without reason and notice actively

wrong information/answer from digital channels/statement/bank service reps

hide the information for some bad news (investment loss..)

How do you know this? Can it be measured? Please describe:

customer feedbacks directly from 5 star/APP store/Customer centre/Branch

Customer Survey from CE

social media

What might you propose to address this?

work closely with tech to resolve issue and monitor automatically to manage in advance

end to end and comprehensive regression test across system and platform

better (default) message to let  customers underestand the suitation

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In what ways are your products / channels / interactions (digital or physical) eroding trust from the customer?
(Be specific! Give examples with context, and relate to at least one element of trust from the triangle)

Investment & insurance advisory, risks and specific terms not clearly explained to customers. -

Hidden fees and costs.

Not very customer friendly in some engagements. e.g. opening/linking of Vickers, CPF, CDP accounts

How do you know this? Can it be measured? Please describe:

Feedback from customers when I was running the Treasures business.

Through surveys done when I was a product manager.

Personal experience when accessing the services.

What might you propose to address this?

Re-define success and compensation structure of sales staff

Make information about costs & fee more reachable.

Create teams with dedicated resources to address gaps on CJ as feedback come through.

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In what ways are your products / channels / interactions eroding trust from the customer? (digitally and/or physically)

How do you know this? Can it be measured?

What might you propose to address this?

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I'm Upasna (SANA), your facilitator for today's breakout session :)

What we'll be covering:

1. Orientation to PADLET web tool — 5 mins

2. Introduction — 5 mins

3. Recap of TRUST + examples from DBS — 5 mins

4. REFLECTION — 15 mins

In what ways are your products / channels / interactions eroding trust from the customer? (digitally and/or physically)

How do you know this? Can it be measured?

What might you propose to address this?

5. SHARE & DISCUSS — 10 mins

6. WRAP UP BY 5PM — see you tomorrow at 10 am!

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Your country / team / role
Head of TW digital banking

What did you eat (lunch)?
Taiwanese lunch box

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SGP / Digital Banking / Ecosystems
Lunch was rice with mixed dishes.

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Your country / team / role

What did you eat (lunch)?