Group 7 XINTIAN, Day 1_2020 Digital offsite breakout by

Group 7 XINTIAN, Day 1_2020 Digital offsite breakout by https://padlet.com/xintianzhang/4hxvi718am1b6lp4 Xintian en-us 2020-09-08 07:28:24 UTC 2023-07-26 12:18:47 UTC hello@padlet.com https://padlet.net/icons/png/270d.png xintianzhang https://padlet.com/xintianzhang/4hxvi718am1b6lp4/wish/726371831 2020-09-08 07:28:24 UTC https://padlet.com/xintianzhang/4hxvi718am1b6lp4/wish/726371831 xintianzhang https://padlet.com/xintianzhang/4hxvi718am1b6lp4/wish/726371833 2020-09-08 07:28:24 UTC https://padlet.com/xintianzhang/4hxvi718am1b6lp4/wish/726371833 xintianzhang https://padlet.com/xintianzhang/4hxvi718am1b6lp4/wish/726371834 2020-09-08 07:28:24 UTC https://padlet.com/xintianzhang/4hxvi718am1b6lp4/wish/726371834 xintianzhang https://padlet.com/xintianzhang/4hxvi718am1b6lp4/wish/726371836 2020-09-08 07:28:24 UTC https://padlet.com/xintianzhang/4hxvi718am1b6lp4/wish/726371836 Xintian xintianzhang https://padlet.com/xintianzhang/4hxvi718am1b6lp4/wish/726371837 Dbs Design
Cookies, tea, 3 laptops, cat bed]]> 2020-09-08 07:28:24 UTC https://padlet.com/xintianzhang/4hxvi718am1b6lp4/wish/726371837 Subramanyam Iyer xintianzhang https://padlet.com/xintianzhang/4hxvi718am1b6lp4/wish/726371840 India / CBG CE / Head CE

Colorful pens & Calendar]]> 2020-09-08 07:28:24 UTC https://padlet.com/xintianzhang/4hxvi718am1b6lp4/wish/726371840 Gary Teo xintianzhang https://padlet.com/xintianzhang/4hxvi718am1b6lp4/wish/726371841 SG / CBG Digital Banking / Digital Product - Insurance
Water bottle]]> 2020-09-08 07:28:24 UTC https://padlet.com/xintianzhang/4hxvi718am1b6lp4/wish/726371841 HELLO & WELCOME!!! xintianzhang https://padlet.com/xintianzhang/4hxvi718am1b6lp4/wish/726371843 I'm Xintian, 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 07:28:24 UTC https://padlet.com/xintianzhang/4hxvi718am1b6lp4/wish/726371843 xintianzhang https://padlet.com/xintianzhang/4hxvi718am1b6lp4/wish/726371846 2020-09-08 07:28:24 UTC https://padlet.com/xintianzhang/4hxvi718am1b6lp4/wish/726371846 xintianzhang https://padlet.com/xintianzhang/4hxvi718am1b6lp4/wish/726371848 2020-09-08 07:28:24 UTC https://padlet.com/xintianzhang/4hxvi718am1b6lp4/wish/726371848 REFLECTION — 10 mins xintianzhang https://padlet.com/xintianzhang/4hxvi718am1b6lp4/wish/726371851

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 07:28:24 UTC https://padlet.com/xintianzhang/4hxvi718am1b6lp4/wish/726371851 Subramanyam Iyer xintianzhang https://padlet.com/xintianzhang/4hxvi718am1b6lp4/wish/726371853
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..

]]> 2020-09-08 07:28:24 UTC https://padlet.com/xintianzhang/4hxvi718am1b6lp4/wish/726371853 Gary Teo xintianzhang https://padlet.com/xintianzhang/4hxvi718am1b6lp4/wish/726371855
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

]]> 2020-09-08 07:28:24 UTC https://padlet.com/xintianzhang/4hxvi718am1b6lp4/wish/726371855 Emily Wang xintianzhang https://padlet.com/xintianzhang/4hxvi718am1b6lp4/wish/726371856
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?

]]> 2020-09-08 07:28:24 UTC https://padlet.com/xintianzhang/4hxvi718am1b6lp4/wish/726371856 Abhinav Somani xintianzhang https://padlet.com/xintianzhang/4hxvi718am1b6lp4/wish/726371858
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

]]> 2020-09-08 07:28:24 UTC https://padlet.com/xintianzhang/4hxvi718am1b6lp4/wish/726371858 "What's the action?" xintianzhang https://padlet.com/xintianzhang/4hxvi718am1b6lp4/wish/726371860 Writer's block? Lost your train of thought?
Click on the images to the left or right for inspiration! :p

]]> 2020-09-08 07:28:24 UTC https://padlet.com/xintianzhang/4hxvi718am1b6lp4/wish/726371860 xintianzhang https://padlet.com/xintianzhang/4hxvi718am1b6lp4/wish/726371862 2020-09-08 07:28:24 UTC https://padlet.com/xintianzhang/4hxvi718am1b6lp4/wish/726371862 Hang Kian Tang xintianzhang https://padlet.com/xintianzhang/4hxvi718am1b6lp4/wish/726371865
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?

]]> 2020-09-08 07:28:24 UTC https://padlet.com/xintianzhang/4hxvi718am1b6lp4/wish/726371865 Albertus Hendro Dwi HANDOYO xintianzhang https://padlet.com/xintianzhang/4hxvi718am1b6lp4/wish/726371869
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

]]> 2020-09-08 07:28:24 UTC https://padlet.com/xintianzhang/4hxvi718am1b6lp4/wish/726371869 Li Na xintianzhang https://padlet.com/xintianzhang/4hxvi718am1b6lp4/wish/726371871
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.

]]> 2020-09-08 07:28:24 UTC https://padlet.com/xintianzhang/4hxvi718am1b6lp4/wish/726371871 Mandar Hareshwar KOLI xintianzhang https://padlet.com/xintianzhang/4hxvi718am1b6lp4/wish/726371873
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

]]> 2020-09-08 07:28:24 UTC https://padlet.com/xintianzhang/4hxvi718am1b6lp4/wish/726371873 Kok Wai HO xintianzhang https://padlet.com/xintianzhang/4hxvi718am1b6lp4/wish/726371875
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.

]]> 2020-09-08 07:28:24 UTC https://padlet.com/xintianzhang/4hxvi718am1b6lp4/wish/726371875 Emily Wang xintianzhang https://padlet.com/xintianzhang/4hxvi718am1b6lp4/wish/726371877 Taiwan/ 2019 MA
Water/ cookie

]]> 2020-09-08 07:28:24 UTC https://padlet.com/xintianzhang/4hxvi718am1b6lp4/wish/726371877 Hang Kian Tang xintianzhang https://padlet.com/xintianzhang/4hxvi718am1b6lp4/wish/726371879 Your country / team / role

What's on your desk?]]> 2020-09-08 07:28:24 UTC https://padlet.com/xintianzhang/4hxvi718am1b6lp4/wish/726371879 Abhinav Somani xintianzhang https://padlet.com/xintianzhang/4hxvi718am1b6lp4/wish/726371881 SG / Technology / Regional Tech Lead - India &Indonesia

What's on your desk?
Laptop / Papers / Printer]]> 2020-09-08 07:28:24 UTC https://padlet.com/xintianzhang/4hxvi718am1b6lp4/wish/726371881 Albertus Hendro Dwi HANDOYO xintianzhang https://padlet.com/xintianzhang/4hxvi718am1b6lp4/wish/726371883 ID/ digibank / digibank Product

2 laptops, water bottle, notebook]]> 2020-09-08 07:28:24 UTC https://padlet.com/xintianzhang/4hxvi718am1b6lp4/wish/726371883 Li Na xintianzhang https://padlet.com/xintianzhang/4hxvi718am1b6lp4/wish/726371893 SG/ CBG Digital Banking/ Business Delivery

What's on your desk?]]> 2020-09-08 07:28:24 UTC https://padlet.com/xintianzhang/4hxvi718am1b6lp4/wish/726371893 Mandar Hareshwar KOLI xintianzhang https://padlet.com/xintianzhang/4hxvi718am1b6lp4/wish/726371896 Singapore Regional/ Digibank Hub / Digital Business Lead - India

Water Bottle]]> 2020-09-08 07:28:24 UTC https://padlet.com/xintianzhang/4hxvi718am1b6lp4/wish/726371896 Kok Wai HO xintianzhang https://padlet.com/xintianzhang/4hxvi718am1b6lp4/wish/726371898 SG/Regional CE/UX

Mobile phone]]> 2020-09-08 07:28:24 UTC https://padlet.com/xintianzhang/4hxvi718am1b6lp4/wish/726371898 xintianzhang https://padlet.com/xintianzhang/4hxvi718am1b6lp4/wish/730867982 2020-09-09 13:18:30 UTC https://padlet.com/xintianzhang/4hxvi718am1b6lp4/wish/730867982 Are you reliable? xintianzhang https://padlet.com/xintianzhang/4hxvi718am1b6lp4/wish/734350650 2020-09-10 09:33:46 UTC https://padlet.com/xintianzhang/4hxvi718am1b6lp4/wish/734350650 Are you fair? xintianzhang https://padlet.com/xintianzhang/4hxvi718am1b6lp4/wish/734351036 2020-09-10 09:34:09 UTC https://padlet.com/xintianzhang/4hxvi718am1b6lp4/wish/734351036 Fair (1, 2) & Reliable (3) xintianzhang https://padlet.com/xintianzhang/4hxvi718am1b6lp4/wish/734352219 2020-09-10 09:35:18 UTC https://padlet.com/xintianzhang/4hxvi718am1b6lp4/wish/734352219 xintianzhang https://padlet.com/xintianzhang/4hxvi718am1b6lp4/wish/734352654 2020-09-10 09:35:43 UTC https://padlet.com/xintianzhang/4hxvi718am1b6lp4/wish/734352654 Reliable & Fair xintianzhang https://padlet.com/xintianzhang/4hxvi718am1b6lp4/wish/734353183 2020-09-10 09:36:12 UTC https://padlet.com/xintianzhang/4hxvi718am1b6lp4/wish/734353183 Realible x2 xintianzhang https://padlet.com/xintianzhang/4hxvi718am1b6lp4/wish/734354957 2020-09-10 09:38:00 UTC https://padlet.com/xintianzhang/4hxvi718am1b6lp4/wish/734354957 Fair (1), reliability (2), fair (3) xintianzhang https://padlet.com/xintianzhang/4hxvi718am1b6lp4/wish/734358985 2020-09-10 09:41:48 UTC https://padlet.com/xintianzhang/4hxvi718am1b6lp4/wish/734358985 Fair xintianzhang https://padlet.com/xintianzhang/4hxvi718am1b6lp4/wish/734360182 2020-09-10 09:42:49 UTC https://padlet.com/xintianzhang/4hxvi718am1b6lp4/wish/734360182 xintianzhang https://padlet.com/xintianzhang/4hxvi718am1b6lp4/wish/734360617 2020-09-10 09:43:12 UTC https://padlet.com/xintianzhang/4hxvi718am1b6lp4/wish/734360617 xintianzhang https://padlet.com/xintianzhang/4hxvi718am1b6lp4/wish/734360958 2020-09-10 09:43:27 UTC https://padlet.com/xintianzhang/4hxvi718am1b6lp4/wish/734360958 Fair, reliability xintianzhang https://padlet.com/xintianzhang/4hxvi718am1b6lp4/wish/734361096 2020-09-10 09:43:35 UTC https://padlet.com/xintianzhang/4hxvi718am1b6lp4/wish/734361096