You can apply the digitising experience and advice which lead to DBS Bank Singapore rising from dismal rating to best .
Paul Cobban COO describes how he & team identified blockers and used technology and transformation to make the banking part of any transaction invisible i.e. the customer happily can concentrate on the product/service they are buying or leasing.
A timely reminder that digital transformation is a means to and end. You will find other examples like this in insurance where a cloud based platform/engine can rejuvenate the customer experience and raise satisfaction and net promoter scores (NPS).
For many organizations undergoing digital transformation, the technology is front and center. But in DBS’s case, the better the technology, the less visible it becomes. “Digital is all about the business model, enabled by emerging technology and data,” Cobban says. “Great user experiences based on ecosystem plays to make the banking component invisible.”