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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)

Reliability : Difficult for customer to reach the bank to assist them on issues and also for follow up actions

Transaparency / Clarity : unclear error messages when customer encounter an error

Attentive : Alert to potential suspicious transactions, huge mount transfer

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

# of complaints via playstore, app store & in app

Drop off analysis - which is the error screen that cause the most confusion, verbatims from customers

Customer transaction data, fraud reporting/transaction dispute

What might you propose to address this?

Allow avenue for customer to reach the bank via forms (clear issue categorization ) or live chat (should be allowed for repeated sessions, customers )

Anomaly detections based on customer transactions

NLU on verbatim to pick up topics that customer consistently raised as issue

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FAIRNESS - 2
RELIABILITY - 5
UNDERSTANDING - 4

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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)

In some instances, we will provide generic messages to customer as the holding response for non STP or technical glitches on our digital channels

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

Receive direct feedback from customer when they write/call in to enquire about the transaction

What might you propose to address this?

Provide a more meaningful messages to tell them we are processing or next call to action

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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)

Are you reliable - Due to increasing scam calls, real bank calls are very difficult to rely on and forced to avoid by customer.

Is this fair and reliable - Transfer of funds from DBS accounts to India account through scam calls, seems to happen mostly with new accounts being opened

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

What might you propose to address this?

security and protection to new DBS customers on the scam calls, so they will be aware and these incidents can be ignored.

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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)
1.We are sending them promotion based on bank's agenda ($$$$$) like using propensity model, not based on what customers need as per their context.

2. Customers are facing technical difficulties in digi app, they raise them to us, but we are slow to act on the resolution.

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

1

Campaign performance most of the times does not live up to the expectation as per model's estimation, because there are other elements to someone being a taker; their current context/condition!

Rate of customers opting out from e-mail campaigns :(

2

Technical issues problem resolution TAT.

The consistent trend of this topic in VoC.

What might you propose to address this?
1. Customer metrics to always be part of success measurement.
2. One low hanging fruit is perhaps service recovery for tickets with long aging. But, this doesn't solve the root cause :(

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Regional / UXD CBG / UX Researcher

Digital confidence (seniors), Wealth OET

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I'm Naroth, 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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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)

A very simple example: our Internet Banking funds transfer services (to external accounts) are not 24/7, only available during processing hours (approximately 8:00 to 15:30 on working days).

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

We hear negative comments from customers in complaints saying that funds transfer is not available when they need it (such as during weekends).

What might you propose to address this?

System upgrade

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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)

Business user doesn't get the report they need at the time of interacting with the customer. It could be a report relating to the customer's behavior in the current year and is important indicator for the sales when interacting with the customer

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

When the adoption is low or when there is a feedback

What might you propose to address this?

Better systems which are more up to date and can handle the current needs including the big data needs. Can also be easy to navigate and provide timely and relevant insights

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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)

if the data points presented to the customer is wrong (profit and loss displayed with positive sign instead of a negative sign) but it was actually working perfectly on first launch - credible

being not able to login on the app for an unknown reason - competent

broken journeys (while doing a service, customer is asked to do a related service first but does not re-direct him back to the original journey he intends to accomplish) - uncomplicated

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

yes, based on customer feedback and reports. based on data as well logout surveys captured.

based on reports and monitoring tools

based on data of customer drop-off points

What might you propose to address this?

have a more systematic review of code delivery and deployment from technology team to avoid random breaks for an existing service that used to work flawlessly before. having a checklist in place will help to ensure readiness.

to have a faster turnaround for in monitoring and reporting as well as having a knowledge database on how to resolve commonly faced issues and come up with mitigation plan on how to eradicate the issue once and for all.

come up with a more reliable technology tool that are more powerful to be able to link 2 or more journeys together since the current technology has lots of limitations which hinders us to achieve an optimal journey.

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China / CE&CRP / Complaint, CSS, Journeys, etc.

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Your country / team / role

What's on your desk?

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Regional / Regional Delivery / Product Owner (iWealth)

HK Nextgen

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Regional / Data & Insights/ Business Intelligence & Data Products Specialist

Self Service  & Conversational BI

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Your country / team / role

What's on your desk?

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Regional / Data&insights/ India Data product owner

Designing data and dashboards for India Digital products & IN ADA migration

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Singapore / Regional PM / Product Manager

ID / IN onboarding
DLS 3.0 & In app engagement

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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)

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

What might you propose to address this?

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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)

Transparency: as a market practice, payment cards (Debit/Credit) never disclose the mark up rate that charged to customers on the FX transaction which resulted customers are not using their electronic payments while traveling and choose to still use cash. customer has a lack of trust when it comes to pay with their Credit/Debit card

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

Personal experience as customer and as the product manager

What might you propose to address this?

As this is a market practice, it is a bit tricky to be able to disclose bluntly on the rate. but if indeed we position our product mark up rate competitive against the market (ie. travel card), we can bring a confident to our customer in using our card while overseas/XB ecommerce.

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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)

issues with eID for the iwealth app

for ecosystems, not an issue yet but need to ensure customer data is 100% protected

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

potential customers very frustrated with the onboarding process

there have been many well known data leaks in the FI industry - need to be so cautious and cognizant of this when creating partnerships

What might you propose to address this?

further testing, identifying a new partner

# 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?

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China /Digital Distribution

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Your country / team / role

What's on your desk?

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Indonesia/CE & BA
What's on your desk?