At the heart of customer experience excellence lies a strong service culture, care for customer interests and a commitment to continuous improvement. This is an ethos DBS has deeply embedded across its people, systems and technology.
DBS takes a systematic approach to understanding, anticipating and responding to customer needs, combining data, artificial intelligence and operational discipline to consistently raise service quality and accessibility standards.
“Our top of house objective… is becoming an ‘AI-enabled bank with a heart’, says Harsh Narula, head of customer experience and business transformation.
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