# data[].attributes.body
Your country / team / role

What's on your desk?

# data[].attributes.body
SG /  Delivery Team / Risk Governance + Delivery

4 mobile phones, 2 laptop , coffee + snacks !

# data[].attributes.body
Your country / team / role
Regional digiital product - India & Indo
What's on your desk?
My son's P1 book to use to raise my laptop

# data[].attributes.body
Singapore / CBG SG / Digital Adopt & Usage

What's on your desk?
Too many devices!

# data[].attributes.body
Your country / team / role
CN/CE Team, CE manager
What's on your desk?
Glasses, phone, notebooks, cups, coffee

# data[].attributes.body
Your country / team / role
It's a jungle out here:) India/Distribution/Acquisitions
What's on your desk?
Spreadsheets, power points, what else ! :)

# data[].attributes.body
Your country / team / role
CN / CBG Digital Banking / Product Delivery
What's on your desk?
Books and wine

# data[].attributes.body
Your country / team / role
HK/ Digital payment, deposit & API
What's on your desk? Messy desk..phone, monitor, sanitizer, vitamin C, water bottles, calendar

# data[].attributes.body
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 Remit:when I Remit USD from my MCA  to another (USD denominated) bank account in Singapore - there is a charge by DBS - which is upfront - and then 2 days later - after the txn is completed - there is another charge by recipient bank on me.  It is not clear upfront that there is a 2nd round of charges coming up. - and how much it would be - even as an estimate.

SG Equity trading: every time I purchase stocks there is a min $19.86 USD charge ( or higher depending on order size)  This fees is high - in a world where most brokerage houses have zero brokerage fees like TD ameritrade, Robinhood, Charles Schwab -

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

I did a USD transfer from my MCA USD a/c to SCB USD denominated account in  SG of Lu-Global of 10K USD - and got charged $13 first by DBs and then again $34 as 'agent bank charges'

Personally traded and faced the high charges. even for a $100 USD purchases - $20 is charged.

What might you propose to address this?

Mention upfront that there are two sets of charges - and customers has to bear both of them and this is estimate of the charges.

Even if we want to charge - we should articulate the clear reasons /value add of the high fees.

# data[].attributes.body
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)

Funds transfer (international) status unclear when funds reach destination account

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

customer enquiries / complaints

What might you propose to address this?

better trasparency in terms of transfer status

# data[].attributes.body
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)

One of the things i am tasked is how to make digital token more stable and to reduce the issues customers are facing.

If digital token fails to work, it creates frustration for our customers and also reduces the trust they have on the dependability of our technology and products.

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

This is measured based on the call volumes that CCTR received from customers whenever they have issues or queries.

We also look at the logout survey feedback as well as app store ratings feedback

What might you propose to address this?

A dedicated tech squad has been formed to specifically resolves all digital token issues and to proactively monitor all issues before we even received complaints.

We are working closely with Vkey our vendor to constantly update the digital token SDK to roll out more stable versions and to resolve the issues.

Work closely with SG business to improve on customer education on digital token setup and usage via PWEB updates, EDMs,

Keep updated on industry trends and new products that could potentially improve our own products or even replace our vendor products totally.

# data[].attributes.body
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)

Sometime may the internet/mobile banking is not that stable

Internal system error when processing order placement for customers in branch

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

Feedback from colleagues or issue report

What might you propose to address this?

May upgrade the bank infra and software

Do enhancement for internal banking systems

# data[].attributes.body
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)

Usually we drive customer to use our services and we intend to create the journey so to push them finish asap. Yet we do not actively explain or give sufficient expectation / info ahead. They have to dig deep to get to details

It's easiest to purchase a product but it's pain when got stuck post checkout

Transparency to a payment is low - there are no digital or convenience way keep track my payments. Usually the lines of answer is user have to check with payee bank or please keep monitoring the payee account - it might be factual but it's definitely not what customer feels trustworthy

We are investing a lot on price differentiating mechanism and we charge customer more if they are inelastic to price. Is this a fair act to customer if they find out?

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

Customer surveys, verbatim

No. of calls to contact centre

What might you propose to address this?

Revisit the way we are talking to customer. We should be proactive providing sufficient info that give a sense safety to customer in all digital touchpoints, whether it's before purchase, after purchase or when they are just window shopping

Support from contact centre or even chatbot should be with proactive problem solving but not stating the fact or customer can do - instead what WE can do for the customer by taking an extra step

Payment is expected to be either instant or fully transparent, provide status updates, clear expectations on transfer time, and what can be expected by the customer at different payment time

# data[].attributes.body
Writer's block? Lost your train of thought?
Click on the images to the left for inspiration! :p

# data[].attributes.body
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)

Bank raises the mortgage rate too frequently even the US Fed rate is decreasing

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

From complaints

What might you propose to address this?

Specify why bank raise the rate in details to the customers and how the increments get (ie, US Fed rate, market practice, capital cost, etc)

# data[].attributes.body
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)

Frequent interest rate changes on Savings Accounts (reliability & fairness)

Transaction failures on UPI/Investments impacting reliability

Absence of a full product suite - "I signed up for a bank" but not all bank products are available  (fairness)

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

Yes through consumer feedback

Yes through data on customer transaction failures

Yes, through competition tracks

What might you propose to address this?

Consistency in our interest rates (say link it to the repo rate or some other benchmark) and make this clear at the time of onboarding (much like RBI floating rate bonds)

Reduce instances of failures and communicate clearly when they do

Plug key product gaps like mortgages, credit cards, overdrafts, cheque books, etc.

# data[].attributes.body
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)

Sometimes, when thing goes wrong and I need help—but end up staff kind of tell me that it's my problem and I have to fix it myself. The CDP linkage. A few year back, I need to open Vickers Account to test the product,  the Staff help me to open Vickers account (via paper application) but the CDP. She asked that I have to apply with CDP and do the linkage.

Cant't get information that I need: I need to get the mortgage statement for tax filing but I can't get it via iBanking. Only way to get is waiting for the mail.

Need data to help keep household budget on track, but credit card info on our mobile app didn't show the OUTSTANDING balance up to date. I will only know when the statement come out.

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

I would like to feel that DBS bank own my problem as their problem. In Vickers Case, I want to be able to trade Singapore Stock—not just open Vickers Account.

Yes, it can be measured, Customers will share more of their financial information with us, if we do the same. Like we don't tell customer what is the current mortgage interest rate of even Principle and Interest per month.

Opt-in. Customers will share their phone location, allow notification — if they feel that DBS know them and won't just send them x-sell but send them valuable insights and information.

What might you propose to address this?

Understand WHAT customer really want to get/to do, and own the whole journey even though we need to go beyond our own organisation such as Vickers & CDP.

Share the data that help customers make a better financial decisions

Make it easy for customers to set preference for Privacy & Preferences

# data[].attributes.body
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?

# data[].attributes.body
I'm Victoria, 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!

# data[].attributes.body
Your country / team / role

What's on your desk?

# data[].attributes.body
Singapore / Design / Designer

What's on your desk?
Crocodile Wooden

# data[].attributes.body
Your country / team / role
Singapore/ Group Design/ UX research
What's on your desk?
Cell phone