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Your country / team / role
Test Automation for Digital Platform
What's on your desk?
Clean Desk + Laptop

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Your country / team / role

What's on your desk?

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Your country / team / role
Regional/ platform & channel / platform & ib channel
What's on your desk?

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Your country / team / role
Singapore. Delivery. Team Lead for Credit Card
What's on your desk?
SG , Indo , Taiwan , market Place

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Your country / team / role
Intelligent Bank lead

What's on your desk?
Everything :-) If this is just work related then it's intelligent bank across all countries in the region

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Your country / team / role

What's on your desk?

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Your country / team / role
ID / digibank / Planning
What's on your desk?
ID Budgeting

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Singapore / Digital Payments Group / Cross-Border Payments

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)

txn such as MP3 or overseas transactions details are not displayed to customers to understand

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

through feedback from cctr

What might you propose to address this?

more details to be provided in their statement/ txn page

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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)

account balance details: need to not showing the full details which customer can understand

Services are not easy for customer to search and use

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

From 5 star feedback

CCTR and branches feedback

What might you propose to address this?

revamp

mindset change

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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 - Unexplained switch between Digital Token and SMS Tokens when making a high risk transaction - is security things compromised?

Reliability of Data provided via our Channels - iB mutual funds tracking - info not accurate, have to check on other websites (bloomberg) instead

Clarity on disruption to operations  - cheque drop-off at branch closed - difficult to find info about which branches are still open/what services are available

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

Feedback from customers in my close group

Personal Experience as a Customer

What might you propose to address this?

SMS blast for communication related to non banking but imp to customers

Strengthen our Tech Stack to provide real time data Eg: MF Price / Trend

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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)

Pushing products without considering if customers really need it

Product / revenue focus takes away from creating a truly meaningful customer experience

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

Customer feedback is always the same about banks

No loyalty

What might you propose to address this?

It's a significant culture change that takes time, need KPIs at individual level for both customer experience and revenue

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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)

Competent - technical issue related to app stability, speed, and performance

Transparent - hard to report problems, and can't get enough assurance that it is being taken care of right away

Credible - who is digibank? will digibank stays in Indonesia for long?

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

App Reviews - can be measured

Feedback in Social Media - qualitative

CE survey/Brand survey - both qualitative & quant

What might you propose to address this?

Keep focusing in improving performance, since more competitions are coming into the space

Establish capacity and channels for outgoing contact to update customers report status (calls, message)

Assurance on the credibility of digibank

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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 we cannot live up to our CVP

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

Customers who leave your products/services for other providers

What might you propose to address this?

Be clear, competent and credible in delivering great products and experiences to your customers at all times!

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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 - In times of pandemic,branch service is under special arrangement, and customers are not able to get help on their request timely

There is a surge in the fradulent card transaction, generate dispute enquiries

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

CSS, Complaints,

Call enquiries

What might you propose to address this?

Review branch capacity and resource planning, with support from remote channels

Review the dispute processs to shorten the leadtime

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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 VENUS, your facilitator for today's breakout session :)

What we'll be covering:

1. Orientation to PADLET web tool — 5 mins
https://padlet.com/venusteo/ko4trva9dgv54sj2

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 5:20PM — see you tomorrow at 10 am!

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Your country / team / role

What's on your desk?

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HK / CE / Research

What's on your desk?

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Your country / team / role
SG/UXD/UX Researcher
What's on your desk?
Project Griffin