Group 1, Day 1_2020 Digital offsite breakout (template) by https://padlet.com/tycotat/384v4cfwqaruazf8 GROUP 1 (TYCO) en-us 2020-09-07 18:33:50 UTC 2025-05-22 16:53:14 UTC hello@padlet.com https://padlet.net/icons/png/270d.png tycotat https://padlet.com/tycotat/384v4cfwqaruazf8/wish/725412608 2020-09-07 20:39:59 UTC https://padlet.com/tycotat/384v4cfwqaruazf8/wish/725412608 tycotat https://padlet.com/tycotat/384v4cfwqaruazf8/wish/725412609 2020-09-07 20:39:59 UTC https://padlet.com/tycotat/384v4cfwqaruazf8/wish/725412609 tycotat https://padlet.com/tycotat/384v4cfwqaruazf8/wish/725412612 2020-09-07 20:39:59 UTC https://padlet.com/tycotat/384v4cfwqaruazf8/wish/725412612 tycotat https://padlet.com/tycotat/384v4cfwqaruazf8/wish/725412614 2020-09-07 20:39:59 UTC https://padlet.com/tycotat/384v4cfwqaruazf8/wish/725412614 tycotat https://padlet.com/tycotat/384v4cfwqaruazf8/wish/725412615 2020-09-07 20:39:59 UTC https://padlet.com/tycotat/384v4cfwqaruazf8/wish/725412615 LISA tycotat https://padlet.com/tycotat/384v4cfwqaruazf8/wish/725415327 HK / Digital / Strategy & Data

What's on your desk?
Plant!]]> 2020-09-07 20:42:31 UTC https://padlet.com/tycotat/384v4cfwqaruazf8/wish/725415327 MADHURITA tycotat https://padlet.com/tycotat/384v4cfwqaruazf8/wish/725417215 India / digital / digital distrbution /campaigns and portfolio role

Bottle of water]]> 2020-09-07 20:44:33 UTC https://padlet.com/tycotat/384v4cfwqaruazf8/wish/725417215 NANCY tycotat https://padlet.com/tycotat/384v4cfwqaruazf8/wish/725417494 Your country / team / role

What's on your desk?]]> 2020-09-07 20:44:53 UTC https://padlet.com/tycotat/384v4cfwqaruazf8/wish/725417494 ARNAB tycotat https://padlet.com/tycotat/384v4cfwqaruazf8/wish/725417624 Your country / team / role

What's on your desk?]]> 2020-09-07 20:45:04 UTC https://padlet.com/tycotat/384v4cfwqaruazf8/wish/725417624 CAROLE LEE tycotat https://padlet.com/tycotat/384v4cfwqaruazf8/wish/725417955 TW / CE / CE head

What's on your desk?
a cup of coffee]]> 2020-09-07 20:45:24 UTC https://padlet.com/tycotat/384v4cfwqaruazf8/wish/725417955 HEMA tycotat https://padlet.com/tycotat/384v4cfwqaruazf8/wish/725418102 Your country / team / role

What's on your desk?]]> 2020-09-07 20:45:35 UTC https://padlet.com/tycotat/384v4cfwqaruazf8/wish/725418102 CHRISTINE tycotat https://padlet.com/tycotat/384v4cfwqaruazf8/wish/725418400 Your country / team / role

What's on your desk?]]> 2020-09-07 20:45:56 UTC https://padlet.com/tycotat/384v4cfwqaruazf8/wish/725418400 ISAAC tycotat https://padlet.com/tycotat/384v4cfwqaruazf8/wish/725422598 HK / Digital / Digital Wealth

What's on your desk? 
Massage belt]]> 2020-09-07 20:50:12 UTC https://padlet.com/tycotat/384v4cfwqaruazf8/wish/725422598 EUNICE tycotat https://padlet.com/tycotat/384v4cfwqaruazf8/wish/725422657 Regional / Group Design/ Design Producer for CBG
What's on your desk?
Lego, tv remote, deck of cards]]> 2020-09-07 20:50:16 UTC https://padlet.com/tycotat/384v4cfwqaruazf8/wish/725422657 RAY tycotat https://padlet.com/tycotat/384v4cfwqaruazf8/wish/725422859 Your country / team / role

What's on your desk?]]> 2020-09-07 20:50:32 UTC https://padlet.com/tycotat/384v4cfwqaruazf8/wish/725422859 ANTHONY tycotat https://padlet.com/tycotat/384v4cfwqaruazf8/wish/725423027 Your country / team / role

What's on your desk?]]> 2020-09-07 20:50:43 UTC https://padlet.com/tycotat/384v4cfwqaruazf8/wish/725423027 HELLO & WELCOME!!! tycotat https://padlet.com/tycotat/384v4cfwqaruazf8/wish/725427301 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!



]]> 2020-09-07 20:55:42 UTC https://padlet.com/tycotat/384v4cfwqaruazf8/wish/725427301 tycotat https://padlet.com/tycotat/384v4cfwqaruazf8/wish/725433120 2020-09-07 21:02:22 UTC https://padlet.com/tycotat/384v4cfwqaruazf8/wish/725433120 REFLECTION — 15 mins tycotat https://padlet.com/tycotat/384v4cfwqaruazf8/wish/725460371
  • 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?
    • ]]>     2020-09-07 21:33:14 UTC https://padlet.com/tycotat/384v4cfwqaruazf8/wish/725460371     NANCY tycotat https://padlet.com/tycotat/384v4cfwqaruazf8/wish/725462393
    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?




    ]]>     2020-09-07 21:35:55 UTC https://padlet.com/tycotat/384v4cfwqaruazf8/wish/725462393     SIMON tycotat https://padlet.com/tycotat/384v4cfwqaruazf8/wish/725472115
    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


    ]]>     2020-09-07 21:47:26 UTC https://padlet.com/tycotat/384v4cfwqaruazf8/wish/725472115     MADHURITA tycotat https://padlet.com/tycotat/384v4cfwqaruazf8/wish/725472389
    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

    ]]>     2020-09-07 21:47:45 UTC https://padlet.com/tycotat/384v4cfwqaruazf8/wish/725472389     EUNICE tycotat https://padlet.com/tycotat/384v4cfwqaruazf8/wish/725473488
    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


    ]]>     2020-09-07 21:48:49 UTC https://padlet.com/tycotat/384v4cfwqaruazf8/wish/725473488     HEMA tycotat https://padlet.com/tycotat/384v4cfwqaruazf8/wish/725473806
    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?




    ]]>     2020-09-07 21:49:10 UTC https://padlet.com/tycotat/384v4cfwqaruazf8/wish/725473806     CHRISTINE tycotat https://padlet.com/tycotat/384v4cfwqaruazf8/wish/725474042
    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?




    ]]>     2020-09-07 21:49:27 UTC https://padlet.com/tycotat/384v4cfwqaruazf8/wish/725474042     CAROLE LEE tycotat https://padlet.com/tycotat/384v4cfwqaruazf8/wish/725475724
    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. 



    ]]>     2020-09-07 21:51:14 UTC https://padlet.com/tycotat/384v4cfwqaruazf8/wish/725475724     ISAAC tycotat https://padlet.com/tycotat/384v4cfwqaruazf8/wish/725475927
    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

    ]]>     2020-09-07 21:51:29 UTC https://padlet.com/tycotat/384v4cfwqaruazf8/wish/725475927     ANTHONY tycotat https://padlet.com/tycotat/384v4cfwqaruazf8/wish/725476095
    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?




    ]]>     2020-09-07 21:51:42 UTC https://padlet.com/tycotat/384v4cfwqaruazf8/wish/725476095     SHARE YOUR THOUGHTS... tycotat https://padlet.com/tycotat/384v4cfwqaruazf8/wish/725477298
    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?




    ]]>     2020-09-07 21:53:07 UTC https://padlet.com/tycotat/384v4cfwqaruazf8/wish/725477298     "What's the action?" tycotat https://padlet.com/tycotat/384v4cfwqaruazf8/wish/725489211 Writer's block? Lost your train of thought?
    Click on the images to the left or right for inspiration! :p

    ]]>     2020-09-07 22:07:22 UTC https://padlet.com/tycotat/384v4cfwqaruazf8/wish/725489211     tycotat https://padlet.com/tycotat/384v4cfwqaruazf8/wish/725494233 2020-09-07 22:12:26 UTC https://padlet.com/tycotat/384v4cfwqaruazf8/wish/725494233 . tycotat https://padlet.com/tycotat/384v4cfwqaruazf8/wish/725523349 .







































































































































































    ]]>     2020-09-07 22:43:36 UTC https://padlet.com/tycotat/384v4cfwqaruazf8/wish/725523349     tycotat1 https://padlet.com/tycotat/384v4cfwqaruazf8/wish/730152973 2020-09-09 06:32:03 UTC https://padlet.com/tycotat/384v4cfwqaruazf8/wish/730152973 SIMON https://padlet.com/tycotat/384v4cfwqaruazf8/wish/734283816 Regional / Delivery/ PO

    My son's toys... he placed it on my desk]]>     2020-09-10 08:40:33 UTC https://padlet.com/tycotat/384v4cfwqaruazf8/wish/734283816