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 globally renowned for its ethos of Making Banking Joyful, with the entire organisation increasingly orientated towards excellence in customer service.
The results are plain to see. Alongside rising organic customer acquisitions, DBS’s consumer and wealth management customer satisfaction scores published in its annual report have gone from 3.76
Thanks for your interest in Euromoney!
To unlock this article, enter your e-mail to log in or enquire about access:
