# 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)

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

# 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)

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

# 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)

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

# 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)

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

# 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)

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.

# 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)

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..

# 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)

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

What might you propose to address this?

# 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)

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?

# 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)

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.

# data[].attributes.body
Emily Wang
For whom: For the elderly
Define the issue: to help them get familiar and confidence with digital service.
Define the context:
more intuitive design

# data[].attributes.body
identify attributes of millenniels and align investment with these attributes

eg: millenniels are more conscious about environment and being sustainable

can they invest yet contribute to the bigger picture of sustainability?

# data[].attributes.body
Subbu
We may want to give them a smooth onboarding experience into what investments is all about and handhold them to do their investments.. Onboarding is the key..
This can be 'Try it yourself' kind of a tutorial..

# data[].attributes.headline
Nita - How might we help them with their goals?

# data[].attributes.subject
Nita - How might we help them with their goals?

# data[].attributes.body
Share success stories from other customers who have investing from young with DBS, they can find these stories on our digibankl app

How might we provide them with data to make better decisions?
Rating from customers are important, so why can't we add in the app, which investment products are currently being purchased by customer with the same persona

Ask anything about investment on digibank - maybe they trust bank more those on Google and IG

# data[].attributes.body
Fresh grad/ first jobbers
Teach and learn together with them how to invest since a young age to achieve their goals

# data[].attributes.body
Kok Liang:
We can do a first time walk thru of the process of making their first investment. The first step could be quite daunting and would be good if we can display some form of support to them.
In addition, how can we make the investments bite sized for them so they feel safe "experimenting".

# data[].attributes.body
Giving some short video tutorial hands-on (youtuber style): Investment how-to with fun way, no jargon and focus on delivering their goals. With some live sample.

Kok Liang:
Tik Tok
Reddit
The lingo we speak must connect with the young millennials

Information must appeal to them. Digestible parts

# data[].attributes.body
Emily

Campus tutorial
short video tutorial

# data[].attributes.body
Kok Liang:
We can connect with the youngsters on their "turf" like Reddit. Have open Q&A and have advisors that speak their lingo and serve them.

# data[].attributes.body
One view across all relationship and not limited only to investments. For instance if customer is sitting on cash and also has a high interest loan, we should be able to recommend pre-closure of that loan to drive Digital Confidence

# data[].attributes.body
Real time data updates on their holdings and advisory calls for buy n sell (Democratize wealth)

# data[].attributes.body
Kok Liang

Who: Elderly/less tech savvy
Issue: Some of the designs which are based on gestures or shortcuts may not be as intuitive as others and they might be afraid to try or hop on the new platform/features.
Context: For those who are already less confident, they are afraid to access the new features because if things go south, they may not have an alternate solution to access their money and transaction.

# data[].attributes.body
Millenniels, 20s - 30s
Trust the bank more
Choosing DBS as the main bank of choice

# data[].attributes.body
Who: For customers just transitioning from branch based banking to Digital channels

Issue: Reliability & availability of systems

Context: Service Guarantee on platform up-times and transaction failures

# data[].attributes.body
Who: Younger generation (kids/schoolers)

Issue:
we had Non Earner onboarding but still for dependent (wife/children)

Context:
product & channel:
Giving a digital sub account onboarding experience to experience saving and deposit (limited amount) and some gamification

# data[].attributes.body
Who: old generation
Issue: they very get used on cash transaction
Address: provide virtual digital wallet, which they can transact easily.

# data[].attributes.body
Kok Liang
For Parents of Young Kids
Issue: How do we help young kids get onto a digital wallet?
Context: With the current covid situation, how do we help kids transit from physical cash to digital cash safely and with the right controls? How can we instill the confidence in the parents to let the kids run their own digital piggy bank now?

# data[].attributes.body
Smooth onboarding process
informative
As well as trustworthy for them

Tutorials / videos

DIY videos

# data[].attributes.body
Who: Young millenials

Issue: Want to invest digitally but don't know how?

Context: Investment products using real-time tracking to minimize losses and maximize profits - Timely automated interventions

# data[].attributes.body
Subbu: Digital Confidence

For whom? Our customers using the platform
Define the Issue: Delivering highest amount of reliability of the platform
Context: Communicating to the customers and Speedier response time to resolving defects - helps build confidence to a great extent

# data[].attributes.body
How might we make DBS the bank of choice for young millennials?

- How might we make investment more accessible for young millennials?
- How might we speak to their goals?
- How might we take a part in helping them reach their goals?
- How might we provide them with relevant data for them to make best decisions?
- How might we help young millennials with their first investment?

… while being fair, reliable, & understanding of our customers

# data[].attributes.body
For whom?

Define the target user group for whom you want to make a difference

Define the issue:

What about digital confidence does the group want to address?

Define the context:

product / channel / interaction

# data[].attributes.body
How might we…

… while being reliable, & understanding of our customers

# data[].attributes.body
For whom?

Define the target user group for whom you want to make a difference

Define the issue:

What about transparency does the group want to address?

Define the context:

product / channel / interaction

# data[].attributes.body
I'm Xintian), your facilitator for today's breakout session :)

What we'll be covering:

1. Orientation to PADLET web tool — 5 mins

2. Recap on the challenges; share & discuss — 5 mins

3. TOPIC 1  — 15 mins

Define

Brainstorm

Share / discuss / vote along the way

4. TOPIC 2 — 15 mins

Define

Brainstorm

Share / discuss / vote along the way

5. WRAP UP BY 12 PM — Thank You!