DBS Casestudy

DBS Bank Ltd.
- How to
accelerate digitilization
Group -6
Ruchi Sharma
Puja Jain
Ayush Gupta
Satish Patel
Siddharth Roy
How should Sreeraman increase awareness and
usage of DBS digital channel among customers?
Start a broad digital marketing effort: DBS might design a focused campaign
to advertise its digital channels to clients. The campaign may involve email
marketing, other types of outreaches, as well as ads on social media, search
engines, and other digital platforms.
Provide incentives or discounts for doing specific tasks, such creating an
account online, utilizing mobile banking, or conducting digital transactions.
DBS might utilize these incentives to encourage clients to use its digital
channels.
Simplify the digital customer experience: DBS might enhance the digital
customer journey for its digital channels. This can entail offering detailed
instructions or making user-friendly interfaces.
DBS may utilize customer information to tailor its digital offerings, for as by
making pertinent product or service recommendations in light of a client's past
purchases or browsing habits.
Sreeraman might also educate frontline staff on how to help consumers
navigate digital platforms and actively market the advantages of DBS's digital
channels to them. Customers' comfort level with utilizing digital channels can
rise as a result, increasing adoption.
How can sreeraman further digitize the customer center for
DBS bank
Utilize AI-powered chatbot services to allow customers to ask questions and get quick answers.
Implement an automated customer service system that can handle customer inquiries and provide
accurate answers.
Provide customers with an online portal that allows them to view their account details, deposits,
and transactions instantly.
Allow customers to make payments and transfer funds through the customer portal.
Offer online banking services such as mobile banking and online bill payments.
Implement facial recognition technology to provide customers with secure access to their
accounts.
Utilize big data analytics to provide customers with personalized banking services. Develop an
app for customers to access banking services on the go.
Incorporate voice-activated commands for customer service inquiries.
Leverage the power of the cloud to store customer data securely.
How can customer center become a
center for value creation in DBS
bank
Focus on customer experience

Leverage customer data
Establish trust
Offer personalized services
Engage customers
Customers at DBS bank curtail their branch visits,
increasingly relied on digital transactions: call and chat
volumes at DBS increased daily since April 2020.
Aged customers and senior citizens started embracing

What opportunities digital banking who earlier avoided digital technologies and
services.
and challenges did
During pandemic customers were willing to take the first
the bank face in step towards digital transactions.
COVID-19? The biggest challenge after COVID-19 pandemic was that

new adopters would revert to their old ways of banking.
With the pandemic came a wave of digital innovation in the

banking sector. Fintech startups are now offering services
that rival those of traditional banks, making it difficult for
DBS to remain competitive and retain customers.
Post covid how should DBS continue
its focus on digitization?
DBS Bank of Singapore should continue to focus on digital
transformation and leverage technology to create a more seamless
customer experience. This includes using AI and machine learning to
improve customer service, creating digital channels for customer
interactions, and leveraging analytics and data to better understand
customer needs and preferences.
DBS Bank should also focus on increasing its digital security measures,
such as two-factor authentication, encrypted data storage and advanced
fraud detection systems, to ensure the safety of its customers and their
data.
DBS should look into developing more innovative digital banking
solutions, such as a digital marketplace for customers to purchase
products and services, and a digital currency for customers to use for
payments.

DBS Casestudy

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DBS Casestudy

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DBS Bank Ltd.

Focus on customer experience

Aged customers and senior citizens started embracing

COVID-19? The biggest challenge after COVID-19 pandemic was that

With the pandemic came a wave of digital innovation in the

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