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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)

Basic problem reduced: when the customer can't login use his digibank (problems)

Customer touchpoints (CCTR, chat agent) ability to handle the problem

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

Reflected on the app store rating and comments

What might you propose to address this?

Monitoring comments and getting list more basic problem then fixing in the priority

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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)

Before purchase of a product on digital channels, normal practice is to insert huge paragraph of terms & conditions which likely confuse customers

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

During review of customer journey - eg: digibank screens

What might you propose to address this?

Work with product, L&C to rephrase to a copy that is easier to understand

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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 giving specific / clear error messages / notifications when customer is transacting digitally

Not giving enough options to customer to voice grievance,

Not telling fees / charges upfront while opening account digitally

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

Customer feedback and some incidents that resulted from incorrect messaging

What might you propose to address this?

Continuous improvement on making messages clear

Improve servicing

Transparently share fees / charges at onboarding

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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)

Possibly we can get better in terms of communicating better on being transparent, accurate and timely (E.g. Offers, Charges etc.)

Ability to share almost real-time updates with clients (e.g. Transaction related issues etc.)

Ability to help resolve defects at a faster pace in terms of timelines

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

First 2 points have come out of the Customer VOC thru various interventions

Third one is thru customer complaints and showing displeasure about the time taken to resolve

Mapping against Competition and driving towards Best in class

What might you propose to address this?

Aligning our Comms. in line with RED and empathetic - extremely important

Invest in building capability of enhancing self-serve on the app and channels for customers to be served better to build trust

Enhancing Omnichannel experience across various touchpoints..

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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 only offering offer limited trust  in India

MVP still incomplete vs competitive banks

Constant regulatory changes impact revenue streams and we have to adapt our revenue models incl. rate cuts

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

Customer research

Competitor mapping

Drop in deposit bal. since rate cuts as well as introduction of new pricing model

What might you propose to address this?

Phygital approach offering an integrated banking solution across touch points

Longer gestation period required for business to turn around

Increase transparency in communications

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SG/Regional CE/UX

Mobile phone

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Singapore Regional/ Digibank Hub / Digital Business Lead - India

Water Bottle

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SG/ CBG Digital Banking/ Business Delivery

What's on your desk?

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ID/ digibank / digibank Product

2 laptops, water bottle, notebook

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SG / Technology / Regional Tech Lead - India &Indonesia

What's on your desk?
Laptop / Papers / Printer

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Your country / team / role

What's on your desk?

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Taiwan/ 2019 MA
Water/ cookie

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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 same customer have to open a new account in each country again every time i.e. repeat KYC info etc in each country - DBS don't know me well.

Better transparency in policy change/s e..g fees i.e. reversal of waivers not done proactively

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

Complaints increase on fees in SG

What might you propose to address this?

Apart from specific different KYC requirements from Regulators in each country, DBS should be able to capture and share generic info hence without the need for a customer to provide and key in over and over again same customer info.

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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 have apply the loan early repayment via dbs pweb, the result inform me the loan early repayment application is successfully. but after half month...the loan repayment tranasction still not happen...i mght lose trust, coz i dont know if the loan repayment request is processing by bank...

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

call call center to track the status, and asking why payment transaction not happen...

What might you propose to address this?

make digital process more simple and faster and i can know results immediately.

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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)

Card rewards points expired/will expire without notifying the customer

Receiving tele-marketing calls

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

Will have negative impression on the bank, block the number

customer feedback

What might you propose to address this?

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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 Xintian, 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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SG / CBG Digital Banking / Digital Product - Insurance
Water bottle

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India / CBG CE / Head CE

Colorful pens & Calendar

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Dbs Design
Cookies, tea, 3 laptops, cat bed