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DBS: Building a Fantastic Customer Experience
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DBS is creating a data-driven organization in which staff can gain insights from billions of events and be on the forefront of innovation.
DBS built a central data team and enterprise data hub that enables staff to experiment more and be on the forefront of innovation when it comes to understanding the customer experience and applying human-centered design to its services.
The transformation to a data-driven organization has significantly improved operations across the organization. For example, HR staff can understand and predict why an employee might leave so they can take action early to retain employees. Audit can staff predict which branch might have the next audit issue. Risk management staff can better detect fraudulent transactions. And operational staff can understand and predict customer flows, ATM load, and call center volumes.
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