Upasna_Group 6, Day 1_2020 Digital Offsite Breakout by https://padlet.com/upasnabhandari/42hsh62rxh6v9dxu GROUP 6 (Upasna) en-us 2020-09-08 07:29:24 UTC 2026-02-03 10:17:30 UTC hello@padlet.com https://padlet.net/icons/png/270d.png upasnabhandari https://padlet.com/upasnabhandari/42hsh62rxh6v9dxu/wish/726373537 2020-09-08 07:29:24 UTC https://padlet.com/upasnabhandari/42hsh62rxh6v9dxu/wish/726373537 upasnabhandari https://padlet.com/upasnabhandari/42hsh62rxh6v9dxu/wish/726373538 2020-09-08 07:29:24 UTC https://padlet.com/upasnabhandari/42hsh62rxh6v9dxu/wish/726373538 upasnabhandari https://padlet.com/upasnabhandari/42hsh62rxh6v9dxu/wish/726373539 2020-09-08 07:29:24 UTC https://padlet.com/upasnabhandari/42hsh62rxh6v9dxu/wish/726373539 upasnabhandari https://padlet.com/upasnabhandari/42hsh62rxh6v9dxu/wish/726373540 2020-09-08 07:29:24 UTC https://padlet.com/upasnabhandari/42hsh62rxh6v9dxu/wish/726373540 Yirong Wee upasnabhandari https://padlet.com/upasnabhandari/42hsh62rxh6v9dxu/wish/726373541 Your country / team / role

What did you eat (lunch)?]]> 2020-09-08 07:29:24 UTC https://padlet.com/upasnabhandari/42hsh62rxh6v9dxu/wish/726373541 FRANKIE LIOW upasnabhandari https://padlet.com/upasnabhandari/42hsh62rxh6v9dxu/wish/726373542 SGP / Digital Banking / Ecosystems
Lunch was rice with mixed dishes.]]> 2020-09-08 07:29:24 UTC https://padlet.com/upasnabhandari/42hsh62rxh6v9dxu/wish/726373542 HAPPY HO upasnabhandari https://padlet.com/upasnabhandari/42hsh62rxh6v9dxu/wish/726373544 Your country / team / role
Head of TW digital banking

What did you eat (lunch)?
Taiwanese lunch box]]> 2020-09-08 07:29:24 UTC https://padlet.com/upasnabhandari/42hsh62rxh6v9dxu/wish/726373544 HELLO & WELCOME!!! upasnabhandari https://padlet.com/upasnabhandari/42hsh62rxh6v9dxu/wish/726373546 I'm Upasna (SANA), 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!



]]> 2020-09-08 07:29:24 UTC https://padlet.com/upasnabhandari/42hsh62rxh6v9dxu/wish/726373546 upasnabhandari https://padlet.com/upasnabhandari/42hsh62rxh6v9dxu/wish/726373548 2020-09-08 07:29:24 UTC https://padlet.com/upasnabhandari/42hsh62rxh6v9dxu/wish/726373548 upasnabhandari https://padlet.com/upasnabhandari/42hsh62rxh6v9dxu/wish/726373549 2020-09-08 07:29:24 UTC https://padlet.com/upasnabhandari/42hsh62rxh6v9dxu/wish/726373549 REFLECTION — 15 mins upasnabhandari https://padlet.com/upasnabhandari/42hsh62rxh6v9dxu/wish/726373553
  • 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?
    • ]]>     2020-09-08 07:29:24 UTC https://padlet.com/upasnabhandari/42hsh62rxh6v9dxu/wish/726373553     FRANKIE upasnabhandari https://padlet.com/upasnabhandari/42hsh62rxh6v9dxu/wish/726373557
    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)
    • Investment & insurance advisory, risks and specific terms not clearly explained to customers. -
    • Hidden fees and costs.
    • Not very customer friendly in some engagements. e.g. opening/linking of Vickers, CPF, CDP accounts

    How do you know this? Can it be measured? Please describe:
    • Feedback from customers when I was running the Treasures business.
    • Through surveys done when I was a product manager.
    • Personal experience when accessing the services.

    What might you propose to address this?
    • Re-define success and compensation structure of sales staff
    • Make information about costs & fee more reachable.
    • Create teams with dedicated resources to address gaps on CJ as feedback come through.

    ]]>     2020-09-08 07:29:24 UTC https://padlet.com/upasnabhandari/42hsh62rxh6v9dxu/wish/726373557     HAPPY upasnabhandari https://padlet.com/upasnabhandari/42hsh62rxh6v9dxu/wish/726373558
    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)
    • transaction failed without reason and notice actively
    • wrong information/answer from digital channels/statement/bank service reps
    • hide the information for some bad news (investment loss..)

    How do you know this? Can it be measured? Please describe:
    • customer feedbacks directly from 5 star/APP store/Customer centre/Branch
    • Customer Survey from CE
    • social media

    What might you propose to address this?
    • work closely with tech to resolve issue and monitor automatically to manage in advance
    • end to end and comprehensive regression test across system and platform
    • better (default) message to let  customers underestand the suitation   

    ]]>     2020-09-08 07:29:24 UTC https://padlet.com/upasnabhandari/42hsh62rxh6v9dxu/wish/726373558     LEONARDO upasnabhandari https://padlet.com/upasnabhandari/42hsh62rxh6v9dxu/wish/726373561
    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)
    • When we have error message that doesn't clearly communicate the problem...and the error relates to customer's money (That looks missing)
    • When we cannot resolve issues quickly, and we do not update the customer that we are working on it (customer feel left out)


    How do you know this? Can it be measured? Please describe:
    • Customer complaints. Can be measured in various channels



    What might you propose to address this?
    • We do a "sweep" of error messages and customize the message according to the right errors
    • Always keep the customer updated of the situation, ensuring him/her that we are handling their problem


    ]]>     2020-09-08 07:29:24 UTC https://padlet.com/upasnabhandari/42hsh62rxh6v9dxu/wish/726373561     "What's the action?" upasnabhandari https://padlet.com/upasnabhandari/42hsh62rxh6v9dxu/wish/726373562 Writer's block? Lost your train of thought?
    Click on the images to the left or right for inspiration! :p

    ]]>     2020-09-08 07:29:24 UTC https://padlet.com/upasnabhandari/42hsh62rxh6v9dxu/wish/726373562     upasnabhandari https://padlet.com/upasnabhandari/42hsh62rxh6v9dxu/wish/726373563 2020-09-08 07:29:24 UTC https://padlet.com/upasnabhandari/42hsh62rxh6v9dxu/wish/726373563 BADY upasnabhandari https://padlet.com/upasnabhandari/42hsh62rxh6v9dxu/wish/726373564
    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)
    • There is quite an increase in number of complains on the reliability (can't see LOGIN) and stability (if too much app CRASH) on our digibank app 


    How do you know this? Can it be measured? Please describe:
    • From customer complain on the app/ play store



    What might you propose to address this?
    • Find out the root cause and fix it? 
    • communicate back to customers what we are doing - build empathy "hey we are aware of this issue and we are fixing it"


    ]]>     2020-09-08 07:29:24 UTC https://padlet.com/upasnabhandari/42hsh62rxh6v9dxu/wish/726373564     MEYLINDA upasnabhandari https://padlet.com/upasnabhandari/42hsh62rxh6v9dxu/wish/726373565
    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 - Technical/ System Issue (e.g. problem with login, registration, loading time, response time). We erode the reliable element. 
    • Physical, relates to RM service (e.g. lack of follow-up, update). (-) Reliable & Understanding.


    How do you know this? Can it be measured? Please describe:
    • From complaint report & surveys



    What might you propose to address this?
    • We are improving actually. Number of complaints are decreasing. We also learn from SG & IN to identify the most suitable approach for digital issue.
    • Centralized update and leverage the function of CRM. CRM is useful to help us understand the customers better. 
    • I am interested in the fact that IDEALly customers expect for a transparency & honesty (top 2)  but my question is "Are they ready with the fact if we are transparent & honest with them?". I think we need to improve our communication skill to be more diplomatic. 


    ]]>     2020-09-08 07:29:24 UTC https://padlet.com/upasnabhandari/42hsh62rxh6v9dxu/wish/726373565     LEONARDO KOESMANTO upasnabhandari https://padlet.com/upasnabhandari/42hsh62rxh6v9dxu/wish/726373571 Indonesia / digibank team / Head of digital banking

    What did you eat (lunch)? Gado-gado (Indonesian salad with peanut sauce)]]>     2020-09-08 07:29:24 UTC https://padlet.com/upasnabhandari/42hsh62rxh6v9dxu/wish/726373571     MEYLINDA WIJAYA upasnabhandari https://padlet.com/upasnabhandari/42hsh62rxh6v9dxu/wish/726373574 Your country / team / role
    Indonesia/ CE/ Head of Service Quality & Culture
    What did you eat (lunch)? Skip lunch. On diet. ]]>     2020-09-08 07:29:24 UTC https://padlet.com/upasnabhandari/42hsh62rxh6v9dxu/wish/726373574     Bady Qurnia Baharuddin ABBAS upasnabhandari https://padlet.com/upasnabhandari/42hsh62rxh6v9dxu/wish/726440665 SGP / Design / Design lead for digital channel & intelligent banking

    Pempek]]>     2020-09-08 08:14:23 UTC https://padlet.com/upasnabhandari/42hsh62rxh6v9dxu/wish/726440665     Rahul Metha upasnabhandari https://padlet.com/upasnabhandari/42hsh62rxh6v9dxu/wish/726440988 Singapore / Technology / Digi lead for Digibank & iWealth

    I had delicious Aalo Prata with curd.]]>     2020-09-08 08:14:35 UTC https://padlet.com/upasnabhandari/42hsh62rxh6v9dxu/wish/726440988     Kian Kok NG upasnabhandari https://padlet.com/upasnabhandari/42hsh62rxh6v9dxu/wish/726442695 Regional / Chatbot / product owner

    What did you eat (lunch)?
    Pineapple fried rice]]>     2020-09-08 08:15:40 UTC https://padlet.com/upasnabhandari/42hsh62rxh6v9dxu/wish/726442695     Chenhui WANG upasnabhandari https://padlet.com/upasnabhandari/42hsh62rxh6v9dxu/wish/726443047 Regional/General/Biz Lead

    What did you eat (lunch)?
    Dumplings

    ]]>     2020-09-08 08:15:53 UTC https://padlet.com/upasnabhandari/42hsh62rxh6v9dxu/wish/726443047     CHENHUI upasnabhandari https://padlet.com/upasnabhandari/42hsh62rxh6v9dxu/wish/729918700
    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 clear text on what we expect customers to enter. e.g. for enter account number
    • Fee is not clear to customers //interest rate
    • Reward is limited to small number of customers, stated in the small T&C link

    How do you know this? Can it be measured? Please describe:
    • Customer feedbacks.  measures by the number of complaints



    What might you propose to address this?
    • Give specific, clear simple  instruction on the screens. e.g, enter numeric number only
    • Show clearly what is the the charge, the rate, the time
    • Be specific and upfront to show the information, limitation

    ]]>     2020-09-09 04:07:20 UTC https://padlet.com/upasnabhandari/42hsh62rxh6v9dxu/wish/729918700     RAHUL upasnabhandari https://padlet.com/upasnabhandari/42hsh62rxh6v9dxu/wish/729919215
    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)
    • SG - Our digital soft token performance hasn't been great in Singapore. Our hard token is getting out sync due to legacy design. This leads to customer feeling less confident and we loose trust.
    • ID - Broken on-boarding issue continued to impact for over 2 years. Customer will loose trust if we can't fix those issues quickly when reported by customer. 
    • SG - We are best bank in the world but it doesn't allow me update my CDP# using vickers online. They are telling me that since we are closed due to covid hence I am asked to print 7 pages write number and sign and send them snail mail. (seriouslly......not even willing to accept email)

    How do you know this? Can it be measured? Please describe:
    • We do have number of failures, token out of sync count and token failure. 
    • Cases can be tracked via reports coming into CCTR or social media feedback.
    • 5 Start survey outcome should show such feedback.

    What might you propose to address this?
    • We have to stop making hobby changes in token flow based on feedback of "one" boss and need to consider wider implications.

    • Increase last mile for such service. Or allow to send via email or make as upload in IB/MB.

    ]]>     2020-09-09 04:07:41 UTC https://padlet.com/upasnabhandari/42hsh62rxh6v9dxu/wish/729919215     KK upasnabhandari https://padlet.com/upasnabhandari/42hsh62rxh6v9dxu/wish/729921613 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 was charged a custodian fee for my foreign share holding in my Wealth accounts //Hide things in T&C  
    • Our chatbot accuracy still have some way to go, it does not always predict correctly what the customer is asking for


    How do you know this? Can it be measured? Please describe:
    • Fee amount was also rather high ~$100
    • Thumbs down and lower CSAT score for chatbot


    What might you propose to address this?
    • A more upfront communication of the fee, not something buried within T&C
    • Give access to live chat more readily 


    ]]>     2020-09-09 04:09:03 UTC https://padlet.com/upasnabhandari/42hsh62rxh6v9dxu/wish/729921613     upasnabhandari https://padlet.com/upasnabhandari/42hsh62rxh6v9dxu/wish/733454263 2020-09-10 01:00:21 UTC https://padlet.com/upasnabhandari/42hsh62rxh6v9dxu/wish/733454263