Group 2, Day 1_2020 Digital offsite breakout by

Group 2, Day 1_2020 Digital offsite breakout by https://padlet.com/yanlingtan/zs45tk6igmlaxeca GROUP 2 (YANLING) en-us 2020-09-09 05:47:12 UTC 2025-04-13 17:25:44 UTC hello@padlet.com https://padlet.net/icons/png/270d.png yanlingtan https://padlet.com/yanlingtan/zs45tk6igmlaxeca/wish/730082219 2020-09-09 05:47:12 UTC https://padlet.com/yanlingtan/zs45tk6igmlaxeca/wish/730082219 yanlingtan https://padlet.com/yanlingtan/zs45tk6igmlaxeca/wish/730082221 2020-09-09 05:47:12 UTC https://padlet.com/yanlingtan/zs45tk6igmlaxeca/wish/730082221 yanlingtan https://padlet.com/yanlingtan/zs45tk6igmlaxeca/wish/730082222 2020-09-09 05:47:12 UTC https://padlet.com/yanlingtan/zs45tk6igmlaxeca/wish/730082222 yanlingtan https://padlet.com/yanlingtan/zs45tk6igmlaxeca/wish/730082223 2020-09-09 05:47:12 UTC https://padlet.com/yanlingtan/zs45tk6igmlaxeca/wish/730082223 YAN LING TAN yanlingtan https://padlet.com/yanlingtan/zs45tk6igmlaxeca/wish/730082224 SG / UX Research & Insights / Researcher

Tea, lipstick, diffuser,

]]> 2020-09-09 05:47:12 UTC https://padlet.com/yanlingtan/zs45tk6igmlaxeca/wish/730082224 DOREEN NG yanlingtan https://padlet.com/yanlingtan/zs45tk6igmlaxeca/wish/730082226 Taiwan / CE

Food]]> 2020-09-09 05:47:12 UTC https://padlet.com/yanlingtan/zs45tk6igmlaxeca/wish/730082226 LILY ZHAO yanlingtan https://padlet.com/yanlingtan/zs45tk6igmlaxeca/wish/730082228 China / Digital distribution / biz pm

phone, cup, pen]]> 2020-09-09 05:47:12 UTC https://padlet.com/yanlingtan/zs45tk6igmlaxeca/wish/730082228 HELLO & WELCOME!!! yanlingtan https://padlet.com/yanlingtan/zs45tk6igmlaxeca/wish/730082229 I'm Yan Ling, 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!

]]> 2020-09-09 05:47:12 UTC https://padlet.com/yanlingtan/zs45tk6igmlaxeca/wish/730082229 yanlingtan https://padlet.com/yanlingtan/zs45tk6igmlaxeca/wish/730082230 2020-09-09 05:47:12 UTC https://padlet.com/yanlingtan/zs45tk6igmlaxeca/wish/730082230 yanlingtan https://padlet.com/yanlingtan/zs45tk6igmlaxeca/wish/730082232 2020-09-09 05:47:12 UTC https://padlet.com/yanlingtan/zs45tk6igmlaxeca/wish/730082232 REFLECTION — 15 mins yanlingtan https://padlet.com/yanlingtan/zs45tk6igmlaxeca/wish/730082235

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?

]]> 2020-09-09 05:47:12 UTC https://padlet.com/yanlingtan/zs45tk6igmlaxeca/wish/730082235 DOREEN NG yanlingtan https://padlet.com/yanlingtan/zs45tk6igmlaxeca/wish/730082236
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)

Losing money when market is going up - wealth products
Long waiting time to apply for credit card
No dividend info in P&L - digibank

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

Customer complaint
Customer CSS, Ops TAT tracking
Customer CSS, 5-star data, Google Play/App Store comments

What might you propose to address this?

All investment has risks; most important is communication and common understanding
STP for credit card application, reduce need for re-submission of document proof
System upgrade to include dividend earning; show P&L with and without dividend

]]> 2020-09-09 05:47:12 UTC https://padlet.com/yanlingtan/zs45tk6igmlaxeca/wish/730082236 LILY ZHAO yanlingtan https://padlet.com/yanlingtan/zs45tk6igmlaxeca/wish/730082238
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)

Only 5*8hours support for fund transfer
If UT redemption trxn is not completed at UT company, the redeem amt will not be reflected in customer's total balance

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

Customer feel the money is lost

What might you propose to address this?

Enhance system to provide the service in MB Next Gen

]]> 2020-09-09 05:47:12 UTC https://padlet.com/yanlingtan/zs45tk6igmlaxeca/wish/730082238 KAREN LEE yanlingtan https://padlet.com/yanlingtan/zs45tk6igmlaxeca/wish/730082240
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)

Are you reliable - biometrics login is failed; digital token doesn't work to authenticate transactions
Do you understand me - CJ / UX for eStatement may not be user friendly

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

Know from production incident, customer verbatim, my own experience as a customer
Measure by 5 star rating

What might you propose to address this?

Technology team to tighten issue resolution turnaround time
Modernize our technology stack
Continuous uplifting of our CJ / UX

]]> 2020-09-09 05:47:12 UTC https://padlet.com/yanlingtan/zs45tk6igmlaxeca/wish/730082240 SURJYASNATA SAHOO yanlingtan https://padlet.com/yanlingtan/zs45tk6igmlaxeca/wish/730082242
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 failures
Login failures and app crashes
Customer authentication process incase of callbacks

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

Playstore and appstore comments with ratings
social media comments and top 5 client complaint ranking from contact center
Feedback to RMs

What might you propose to address this?

Control tower to monitor login and transaction failures
Quality check on outgoing calls

]]> 2020-09-09 05:47:12 UTC https://padlet.com/yanlingtan/zs45tk6igmlaxeca/wish/730082242 "What's the action?" yanlingtan https://padlet.com/yanlingtan/zs45tk6igmlaxeca/wish/730082244 Writer's block? Lost your train of thought?
Click on the images to the left or right for inspiration! :p

]]> 2020-09-09 05:47:12 UTC https://padlet.com/yanlingtan/zs45tk6igmlaxeca/wish/730082244 yanlingtan https://padlet.com/yanlingtan/zs45tk6igmlaxeca/wish/730082245 2020-09-09 05:47:12 UTC https://padlet.com/yanlingtan/zs45tk6igmlaxeca/wish/730082245 ADAM GRABARCZYK yanlingtan https://padlet.com/yanlingtan/zs45tk6igmlaxeca/wish/730082246
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 and complicated T&C
technical problems affecting access to my accounts/money
lack of timely responses on reported complaints

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

customer satisfaction surveys
digital channels 5-star verbatims
complaints

What might you propose to address this?

review and simplification of T&C
Improvement of digital tech platforms resilience
review and improvement of internal processes

]]> 2020-09-09 05:47:12 UTC https://padlet.com/yanlingtan/zs45tk6igmlaxeca/wish/730082246 ZONGQI JIANG yanlingtan https://padlet.com/yanlingtan/zs45tk6igmlaxeca/wish/730082247
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 token reliability - it doesn't work when customer wants to perform transactions
Balance and transaction history is not updated during system 'offline' e.g. batch run
Generic SNA messages

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

we can capture some error codes to certain extend only
there is a lag sometimes
we should have report to count the occurance and find out why

What might you propose to address this?

map all the errors into journeys, be very specific and real-time dashboard
not sure..
base on counts to address the issue, and make error msg more specific

]]> 2020-09-09 05:47:12 UTC https://padlet.com/yanlingtan/zs45tk6igmlaxeca/wish/730082247 CHRISTINE GOH yanlingtan https://padlet.com/yanlingtan/zs45tk6igmlaxeca/wish/730082248
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)

FX Service unavailable / Payments Delayed on digital channels for customers to send money to overseas loved ones (Top reason for using DBS Remit is for Family Support/ Allowances)
Encountering ill-informed CCTR Agents when they call DBS Hotline for status of payments or "Where is their money" (Once $ leaves DBS, we rely on 3rd party banks to provide status of payments)
Inability for customers to know if their money has reached their overseas recipient

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

Rising inbound calls to CCTR on Status Queries or Fund Tracing service requests
Downtime of Remit service for key corridors on channels or 5 star feedback

What might you propose to address this?

Continuous monitoring of FX rates or service availability on channels, ensure Tech reliability of 99% uptime. Alert thresholds are also set up in Payments Control Towner to monitor service.
Remit Tracker service feature (similar to DHL Logistics - Track your Parcel)
Giving CCTR agents access to Payments Control Tower data to know where is the state of customer payments in the network

]]> 2020-09-09 05:47:12 UTC https://padlet.com/yanlingtan/zs45tk6igmlaxeca/wish/730082248 ANNE SALOMAA yanlingtan https://padlet.com/yanlingtan/zs45tk6igmlaxeca/wish/730082251
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)

Customers don't separate their experience based on the channel e.g. Pweb one, iB one etc. It's web for them. There is sometimes disconnect in the journey as they move from channel to another. - empathy / do you understand me?
We don't always provide the information customer needs or even asks (FD rate, interest rates) - empathy/do you understand me?
The language we use doesn't always make sense to customers. Some things are easier to explain through videos or pictures. empathy / do you understand me?

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

Based on our binary rating results
Based on the Overall 5-star surveys
Based on the Overall 5-star surveys

What might you propose to address this?

We are very functionally organised and would need to have more connection points and engagement between different teams.
Disciplined ongoing reviews of customer comments and immediate action
Ongoing reviews of how we communicate plus external reviews as we sometimes get so used to our own jargon.

]]> 2020-09-09 05:47:12 UTC https://padlet.com/yanlingtan/zs45tk6igmlaxeca/wish/730082251 ALVIN ANG yanlingtan https://padlet.com/yanlingtan/zs45tk6igmlaxeca/wish/730082252
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 transactions are delayed or fail due to technical issues or screening purposes, we lose credibility in the eyes of our customers and we become unable to live up to our promises to these customers. (not reliable)
Potentially introducing a fee after previously highlighting our no fee value proposition risks eroding our customers' trust in our services. (not fair)

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

We can measure drop offs by customers who formerly use to transact regularly with us but stop doing so after being impacted by such incidents
Monitor complaints that are logged in surveys as well as via feedback received by the customer centre

What might you propose to address this?

Improve the reliability of our service such that the frequency of technical incidents are reduced
Streamline the screening process such that less customers experience delays due to screening
Progressively introduce a fee, maybe to a subset of customers first to gauge their receptiveness to it and then expand it to the broader group and/or increase the size of the fee.

]]> 2020-09-09 05:47:12 UTC https://padlet.com/yanlingtan/zs45tk6igmlaxeca/wish/730082252 SHIKHA GUPTA yanlingtan https://padlet.com/yanlingtan/zs45tk6igmlaxeca/wish/730082253
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)

Is our fees transparent? When we make Paylah transactions, does user know what are the fees applied? Same for ATM withdrawals.
Singapore RMs push only for Insurance schemes for investment options to a Wealth client. This breaks trust in honesty or customer best interest at heart

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

As aDigibank app user, many fees are not apparent and transparent
Heard the feedback from many iWealth users in Singapore

What might you propose to address this?

Have a tab in App, that contains consolidated Fees information written in simple English
Have a range of investment products which RMs can offer - we have digiportfolio now, RMs should be able to propose funds and not just insurance propositions.

]]> 2020-09-09 05:47:12 UTC https://padlet.com/yanlingtan/zs45tk6igmlaxeca/wish/730082253 KAREN LEE yanlingtan https://padlet.com/yanlingtan/zs45tk6igmlaxeca/wish/730082255 Hong Kong / Digital & Ecosystem / Head of Digital Channel Management

Coffee, Mask]]> 2020-09-09 05:47:12 UTC https://padlet.com/yanlingtan/zs45tk6igmlaxeca/wish/730082255 SURJYASNATA SAHOO yanlingtan https://padlet.com/yanlingtan/zs45tk6igmlaxeca/wish/730082256 India / Digibank/ Team lead - digital channels

Gadgets and charges with a bottle of water]]> 2020-09-09 05:47:12 UTC https://padlet.com/yanlingtan/zs45tk6igmlaxeca/wish/730082256 ADAM GRABARCZYK yanlingtan https://padlet.com/yanlingtan/zs45tk6igmlaxeca/wish/730082257 SG / Regional Team / Channel Management

A glass of water, high blood pressure monitor ;-)]]> 2020-09-09 05:47:12 UTC https://padlet.com/yanlingtan/zs45tk6igmlaxeca/wish/730082257 ZONGQI JIANG yanlingtan https://padlet.com/yanlingtan/zs45tk6igmlaxeca/wish/730082258 SG / Regional Delivery / Security and others..

Fruits, cup of water and stickers]]> 2020-09-09 05:47:12 UTC https://padlet.com/yanlingtan/zs45tk6igmlaxeca/wish/730082258 CHRISTINE GOH yanlingtan https://padlet.com/yanlingtan/zs45tk6igmlaxeca/wish/730082260 SG/Digital Payments roup - Cross Border Remittance / Product Manager
Laptop on desk

]]> 2020-09-09 05:47:12 UTC https://padlet.com/yanlingtan/zs45tk6igmlaxeca/wish/730082260 ANNE SALOMAA yanlingtan https://padlet.com/yanlingtan/zs45tk6igmlaxeca/wish/730082262 Singapore (reg) / Pweb / Pweb experience
What's on your desk? Work! revamping our research experience, improving our engagement models, planning 2021.]]> 2020-09-09 05:47:12 UTC https://padlet.com/yanlingtan/zs45tk6igmlaxeca/wish/730082262 ALVIN ANG yanlingtan https://padlet.com/yanlingtan/zs45tk6igmlaxeca/wish/730082264 SG / Regional (DPG) / Analytics

Tea, laptop, phone]]> 2020-09-09 05:47:12 UTC https://padlet.com/yanlingtan/zs45tk6igmlaxeca/wish/730082264 SHIKHA GUPTA yanlingtan https://padlet.com/yanlingtan/zs45tk6igmlaxeca/wish/730082266 Singapore / Data and Insights / Data PO for Digi Taiwan and Indonesia

An empty bowl which had some fruit 5 mins ago :)]]> 2020-09-09 05:47:12 UTC https://padlet.com/yanlingtan/zs45tk6igmlaxeca/wish/730082266 . yanlingtan https://padlet.com/yanlingtan/zs45tk6igmlaxeca/wish/730082268 .

]]> 2020-09-09 05:47:12 UTC https://padlet.com/yanlingtan/zs45tk6igmlaxeca/wish/730082268 yanlingtan https://padlet.com/yanlingtan/zs45tk6igmlaxeca/wish/730492860 2020-09-09 10:43:25 UTC https://padlet.com/yanlingtan/zs45tk6igmlaxeca/wish/730492860 Main Event WebEx link yanlingtan https://padlet.com/yanlingtan/zs45tk6igmlaxeca/wish/730511432 2020-09-09 11:02:01 UTC https://padlet.com/yanlingtan/zs45tk6igmlaxeca/wish/730511432 yanlingtan https://padlet.com/yanlingtan/zs45tk6igmlaxeca/wish/730525750 2020-09-09 11:15:50 UTC https://padlet.com/yanlingtan/zs45tk6igmlaxeca/wish/730525750