Group 10 (VENUS), Day 1_2020 Digital offsite breakout by https://padlet.com/venusteo/ko4trva9dgv54sj2 GROUP 10 (VENUS) en-us 2020-09-08 07:28:24 UTC 2024-10-02 11:14:14 UTC hello@padlet.com https://padlet.net/icons/png/270d.png venusteo https://padlet.com/venusteo/ko4trva9dgv54sj2/wish/726371835 2020-09-08 07:28:24 UTC https://padlet.com/venusteo/ko4trva9dgv54sj2/wish/726371835 venusteo https://padlet.com/venusteo/ko4trva9dgv54sj2/wish/726371839 2020-09-08 07:28:24 UTC https://padlet.com/venusteo/ko4trva9dgv54sj2/wish/726371839 venusteo https://padlet.com/venusteo/ko4trva9dgv54sj2/wish/726371842 2020-09-08 07:28:24 UTC https://padlet.com/venusteo/ko4trva9dgv54sj2/wish/726371842 venusteo https://padlet.com/venusteo/ko4trva9dgv54sj2/wish/726371845 2020-09-08 07:28:24 UTC https://padlet.com/venusteo/ko4trva9dgv54sj2/wish/726371845 VENUS venusteo https://padlet.com/venusteo/ko4trva9dgv54sj2/wish/726371847 Your country / team / role
SG/UXD/UX Researcher
What's on your desk?
Project Griffin]]> 2020-09-08 07:28:24 UTC https://padlet.com/venusteo/ko4trva9dgv54sj2/wish/726371847 ANITA venusteo https://padlet.com/venusteo/ko4trva9dgv54sj2/wish/726371850 HK / CE / Research

What's on your desk?]]> 2020-09-08 07:28:24 UTC https://padlet.com/venusteo/ko4trva9dgv54sj2/wish/726371850 HEMA venusteo https://padlet.com/venusteo/ko4trva9dgv54sj2/wish/726371852 Your country / team / role

What's on your desk?]]> 2020-09-08 07:28:24 UTC https://padlet.com/venusteo/ko4trva9dgv54sj2/wish/726371852 HELLO & WELCOME!!! venusteo https://padlet.com/venusteo/ko4trva9dgv54sj2/wish/726371854 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!

]]> 2020-09-08 07:28:24 UTC https://padlet.com/venusteo/ko4trva9dgv54sj2/wish/726371854 venusteo https://padlet.com/venusteo/ko4trva9dgv54sj2/wish/726371857 2020-09-08 07:28:24 UTC https://padlet.com/venusteo/ko4trva9dgv54sj2/wish/726371857 venusteo https://padlet.com/venusteo/ko4trva9dgv54sj2/wish/726371859 2020-09-08 07:28:24 UTC https://padlet.com/venusteo/ko4trva9dgv54sj2/wish/726371859 REFLECTION — 15 mins venusteo https://padlet.com/venusteo/ko4trva9dgv54sj2/wish/726371861
  • 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/venusteo/ko4trva9dgv54sj2/wish/726371861     ANITA venusteo https://padlet.com/venusteo/ko4trva9dgv54sj2/wish/726371863
    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


    ]]>     2020-09-08 07:28:24 UTC https://padlet.com/venusteo/ko4trva9dgv54sj2/wish/726371863     RHIDOI venusteo https://padlet.com/venusteo/ko4trva9dgv54sj2/wish/726371870
    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!



    ]]>     2020-09-08 07:28:24 UTC https://padlet.com/venusteo/ko4trva9dgv54sj2/wish/726371870     YUSUF ARIA venusteo https://padlet.com/venusteo/ko4trva9dgv54sj2/wish/726371872
    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

    ]]>     2020-09-08 07:28:24 UTC https://padlet.com/venusteo/ko4trva9dgv54sj2/wish/726371872     venusteo https://padlet.com/venusteo/ko4trva9dgv54sj2/wish/726371878 2020-09-08 07:28:24 UTC https://padlet.com/venusteo/ko4trva9dgv54sj2/wish/726371878 THELISSA venusteo https://padlet.com/venusteo/ko4trva9dgv54sj2/wish/726371880
    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



    ]]>     2020-09-08 07:28:24 UTC https://padlet.com/venusteo/ko4trva9dgv54sj2/wish/726371880     SUNIL venusteo https://padlet.com/venusteo/ko4trva9dgv54sj2/wish/726371885
    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


    ]]>     2020-09-08 07:28:24 UTC https://padlet.com/venusteo/ko4trva9dgv54sj2/wish/726371885     DESIRREE venusteo https://padlet.com/venusteo/ko4trva9dgv54sj2/wish/726371887
    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 


    ]]>     2020-09-08 07:28:24 UTC https://padlet.com/venusteo/ko4trva9dgv54sj2/wish/726371887     DAISY venusteo https://padlet.com/venusteo/ko4trva9dgv54sj2/wish/726371889
    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 



    ]]>     2020-09-08 07:28:24 UTC https://padlet.com/venusteo/ko4trva9dgv54sj2/wish/726371889     RHIDOI venusteo https://padlet.com/venusteo/ko4trva9dgv54sj2/wish/726371890 Singapore / Digital Payments Group / Cross-Border Payments

    What's on your desk?]]>     2020-09-08 07:28:24 UTC https://padlet.com/venusteo/ko4trva9dgv54sj2/wish/726371890     YUSUF venusteo https://padlet.com/venusteo/ko4trva9dgv54sj2/wish/726371892 Your country / team / role
    ID / digibank / Planning
    What's on your desk?
    ID Budgeting]]>     2020-09-08 07:28:24 UTC https://padlet.com/venusteo/ko4trva9dgv54sj2/wish/726371892     GAVIN venusteo https://padlet.com/venusteo/ko4trva9dgv54sj2/wish/726371895 Your country / team / role

    What's on your desk?]]>     2020-09-08 07:28:24 UTC https://padlet.com/venusteo/ko4trva9dgv54sj2/wish/726371895     THELISSA venusteo https://padlet.com/venusteo/ko4trva9dgv54sj2/wish/726371897 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]]>     2020-09-08 07:28:24 UTC https://padlet.com/venusteo/ko4trva9dgv54sj2/wish/726371897     DAISY venusteo https://padlet.com/venusteo/ko4trva9dgv54sj2/wish/726371899 Your country / team / role
    Singapore. Delivery. Team Lead for Credit Card 
    What's on your desk?
    SG , Indo , Taiwan , market Place]]>     2020-09-08 07:28:24 UTC https://padlet.com/venusteo/ko4trva9dgv54sj2/wish/726371899     DESIRREE venusteo https://padlet.com/venusteo/ko4trva9dgv54sj2/wish/726371901 Your country / team / role
    Regional/ platform & channel / platform & ib channel 
    What's on your desk?]]>     2020-09-08 07:28:24 UTC https://padlet.com/venusteo/ko4trva9dgv54sj2/wish/726371901     RESSE venusteo https://padlet.com/venusteo/ko4trva9dgv54sj2/wish/726371902 Your country / team / role

    What's on your desk?]]>     2020-09-08 07:28:24 UTC https://padlet.com/venusteo/ko4trva9dgv54sj2/wish/726371902     SUNIL venusteo https://padlet.com/venusteo/ko4trva9dgv54sj2/wish/726371903 Your country / team / role
    Test Automation for Digital Platform
    What's on your desk?
    Clean Desk + Laptop]]>     2020-09-08 07:28:24 UTC https://padlet.com/venusteo/ko4trva9dgv54sj2/wish/726371903     venusteo https://padlet.com/venusteo/ko4trva9dgv54sj2/wish/726371904























































































































    ]]>     2020-09-08 07:28:24 UTC https://padlet.com/venusteo/ko4trva9dgv54sj2/wish/726371904     venusteo https://padlet.com/venusteo/ko4trva9dgv54sj2/wish/730166001 2020-09-09 06:39:32 UTC https://padlet.com/venusteo/ko4trva9dgv54sj2/wish/730166001