Early in his 15-year tenure as DBS chief executive, Piyush Gupta put customer experience at the heart of his transformation of the bank, empowering even junior staff to take decisions to improve that experience.
It was to be an enduring effort. Today, the bank is renowned for its ethos of Making Banking Joyful, with the entire organisation increasingly orientated towards excellence in customer service, and winning Euromoney’s award as Asia’s best for customer experience.
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