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Regional / Delivery/ PO

My son's toys... he placed it on my desk

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Regional / Group Design/ Design Producer for CBG
What's on your desk?
Lego, tv remote, deck of cards

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Your country / team / role

What's on your desk?

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Your country / team / role

What's on your desk?

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Your country / team / role

What's on your desk?

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HK / Digital / Digital Wealth

What's on your desk?
Massage belt

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Your country / team / role

What's on your desk?

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TW / CE / CE head

What's on your desk?
a cup of coffee

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Your country / team / role

What's on your desk?

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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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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:

Customer complaint cases (CCTR or branch; require tech support)

What might you propose to address this?

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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)

Trading information accuracy & transparency  - e.g. tradeable/available holdings, fees,

Equity system stability in busy trading day - credibility

Knows me well, tell us what I really need (TM + MB offers might be quite generic)

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

5 stars rating, NextGen immersion

Incidents/tickets

"I received TM calls from all Banks in HK, 1 call from DBS makes me feel you guys are the same"

What might you propose to address this?

Regional & local initiatives

address/brain wish  those issue in every forum until people aware

Intelligent banking in HK

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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)

Reliable - system incidents causing the csutomer can not complete their funcational job to be done, e.g. RSP fund deduction failure.

Fair to customer - the instruction and communcation is not clear enough causing the return case and longer TAT to complet the application.

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

from the escatlation from proudct and operation team

from customer complaitn case

What might you propose to address this?

sometimes, due to some rasons, incident happens. To win back customer trust, bank should update what happen and the impact to customer proactively and update the progress instead of letting customer find out by their own, that  will really erode turst from the cusotmer.

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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)

Transparent & Credible - due to technical constraints we have been told that certain information cannot be displayed

Clear & Unbiased - the different options to get different opinions regarding mortgage/life insurance plans are not available (eg. hear from different RMs? or compare between competitor products)

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

CCTR would have the list of questions to know what customers ask about - are the data available/stored somewhere?

Personal experience - bank staff will sell their own products/ where commission is deemed bigger

What might you propose to address this?

Review backend datapoints before we embark on CJ and discovery

Be open about comparing competitor products alongside ours for full transparency

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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)

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

What might you propose to address this?

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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)

Lack of physical presence of the brand. Customers do not see us (ads /branches / digital ads). Also at payment touch points we are largely present on DC payments but not net banking in some cases. This makes  the experience less reliable.

This clubbed with system downtimes, and no contact point (pone numbers etc) available for customers if they are stuck. The responses from chat assitance are not reliable.

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

Customer immersions have shown customers who have a good experience engage deeply. Customers facing payment challenges feel disengaged.

Customers wanted to draw comfort from having branch around them. Wth

What might you propose to address this?

Play up safety, security, brand value in India (awareness)

Increase reliabilith of the system

Be available at every touchpoint - more payment partner integrations

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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)

Customer who victims of fraud (phishing/social engineering) says we are not doing enough to protect them, therefore some of them are losing trust in the bank

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

Yes, the number of fraud cases which is increasing

What might you propose to address this?

Real-time monitoring and blocking

Sharing of relevant information with other banks to combat fraud

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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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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 Tyco, 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

What's on your desk?

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India / digital / digital distrbution /campaigns and portfolio role

Bottle of water

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HK / Digital / Strategy & Data

What's on your desk?
Plant!