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Publisher's Summary

Discover how to transform from a traditional to a digitally driven organization based on DBS Bank, which has been recognized by Harvard as one of the top 10 digital transformations of the last decade and as the world's best bank by the most prestigious banking awards.

World’s Best Bank provides you with a strategic guide to leveraging digitalization and create better experiences for your customers. It’s based on unique and exclusive interviews of DBS C-suite conducted in person by the author.

In this inspirational journey of the weaving of customer insights, business needs, and technology opportunities, you will discover hard-won insights, proven practices, provocative questions, and relevant anecdotes you can apply in guiding your own digital journey.

World’s Best Bank describes how DBS, under the stewardship of CEO Piyush Gupta, adopted three strategic waves over 11 years. This journey reveals how the bank leveraged new technologies, became customer-obsessed, and transformed its company culture.

You will discover:

  • How the bank’s digital purpose aligned and inspired every employee
  • Why customer journey mapping is at the core of everything DBS does
  • How the technology architecture transformed with DevOps, Agile, and Gandalf
  • How the bank adopted a data-driven culture
  • How digital operating principles created a learning organization and transformed the bank
  • How nurturing digital customers brought in twice the income
  • How ecosystems were designed - even enabling customers to buy cars on the bank’s website
©2021 Singapore (P)2021 Robin Speculand

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