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Read each other's posts and "like" at least 1 other post by tapping on the "heart" icon (bottom left)

Read each other's posts and leave a question/comment on at least 1 other post (bottom right)

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Your country / team / role

A fun fact about you?

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HK / Digital /
Strategy & Data

A fun fact about you?
Yoga instructor

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Your country / team / role

A fun fact about you?

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SG / Digital Banking / Digibanker

Loves music, love art,
don't like to sleep

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China Taiwan / CE /
CE Leader

3 kids with 2 dogs and 2 cats

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IN / digi distribution / digibanker

Bird watcher
Outdoorsy person

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

App (iWealth) reliability - app crashes frequently

The transaction failed - 3DS credit card txns go thru digi token and it's not reliable

Remittance is promoted as zero-fee but we don't show how much DBS is charging. I/customers need to do the math to figure out how much extra we're paying. Competitors are transparent than us.

For equity trading, there are hidden fees like custody charges. I wasn't aware.

When, and how did you first become aware of it? (E.g. 5-Star, AA/BA Analytics, Compliance)

As a user and reported by friends

Do you have any potential ideas/solutions on how we can address it?

Make the fee transparent

Improve the reliability and performance of the app

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

When, and how did you first become aware of it? (E.g. 5-Star, AA/BA Analytics, Compliance)

Do you have any potential ideas/solutions on how we can address it?

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

When, and how did you first become aware of it? (E.g. 5-Star, AA/BA Analytics, Compliance)

Do you have any potential ideas/solutions on how we can address it?

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

Customer Journey - deep dive customers' needs from their voices

When, and how did you first become aware of it? (E.g. 5-Star, AA/BA Analytics, Compliance)

Customer Complaint

Customer Satisfication Survey

Do you have any potential ideas/solutions on how we can address it?

Immediately take action when customer raise their needs

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

Customers were always forced logout mBanking during txn

When, and how did you first become aware of it? (E.g. 5-Star, AA/BA Analytics, Compliance)

We experienced the same issue also and got customer call from hotline. Morevoer, same issue was mentioned in CSS survey

Do you have any potential ideas/solutions on how we can address it?

Issue ticket was raised, however, still cannot find the root cause. fortunately we will have new App which is scheduled to be released in 2021, hope such wired issue would disappear

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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 eroding trust from the customer?
(Be specific! Give examples with context, and relate to at least one element of trust from the triangle)

Omni app interface - not user friendly / hard to see all the transactions

iWealth login - faceID doesn't work

When, and how did you first become aware of it? (E.g. 5-Star, AA/BA Analytics, Compliance)

As a user

As a user

Do you have any potential ideas/solutions on how we can address it?

New UI of displaying transactions

Raise issue with team

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

Fraud prevention

Customer 1st mindset - design with customer in mind - Chatbot & Banca

When, and how did you first become aware of it? (E.g. 5-Star, AA/BA Analytics, Compliance)

Through customer feedback

Low adoptions & usage

Do you have any potential ideas/solutions on how we can address it?

Invest in more sophisticated fraud prevention logic

Invest in product desirability survey

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

Transaction failure, possibly compounded by an incomplete or incorrect error message

Furthermore, front end teams or CE not able to resolve the issue if it is a system bug

When, and how did you first become aware of it? (E.g. 5-Star, AA/BA Analytics, Compliance)

Customer feedback

Escalated customer complaints

Do you have any potential ideas/solutions on how we can address it?

Sharper and  more relevant error messages

Prioritise txns defects in bug fixes as reliability and dependability of txns is a core feature for keeping money with the bank

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

transaction failures - customers don't understand what went wrong , and have a hard time getting help

unplanned system down time - customers can't login or a backend system is not posting to app

When, and how did you first become aware of it? (E.g. 5-Star, AA/BA Analytics, Compliance)

regular reports - call centre, kasisto, app store/playstore comments, CE reports, and system reports

front line team will raise complaints in chat group or alert from team

Do you have any potential ideas/solutions on how we can address it?

improve error messages, enable in-app servicing

more proactive / preemptive system triggers so that our response can be improved

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QUALITY REFLECTIONS FROM YOUR PERSONAL EXPERIENCES — 15 mins

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QUALITY REFLECTIONS FROM YOUR PERSONAL EXPERIENCES — 15 mins

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

When did you first become aware of it? (E.g. 5-Star, AA/BA Analytics, Compliance)

Do you have any potential ideas/solutions on how we can address it?

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HELLO GROUP 3 & WELCOME TO THE CBG BREAKOUT SESSION!

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HELLO GROUP 3 & WELCOME TO THE CBG BREAKOUT SESSION!

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I'm Prithika, and I will be your facilitator for today's breakout session :)

Our agenda for today:

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 5:00 PM
See you again tomorrow morning at 10:00 AM :)

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SG / Design / Designer

New dad, love art & traveling

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CN | digi distribution | Digibanker

Yoga lover

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SG + IN + ID / Hub / Digibanker

Avid reader, dog & cat lover