Published by:
MIT Sloan School of Management
Length: 8 pages
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Abstract
DBS Bank is using analytics, social media and mobile technology to boost customer satisfaction, customer service and its bottom line. The company has made a fundamental cultural shift that lets it use technology more effectively, aiming for world-class performance, and filling in with top outside vendors where it feels it cannot achieve top performance. The bank is also building on its traditional transaction model to leverage information more effectively, a process it expects will radically remake the way the bank interacts with its customers.
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Abstract
DBS Bank is using analytics, social media and mobile technology to boost customer satisfaction, customer service and its bottom line. The company has made a fundamental cultural shift that lets it use technology more effectively, aiming for world-class performance, and filling in with top outside vendors where it feels it cannot achieve top performance. The bank is also building on its traditional transaction model to leverage information more effectively, a process it expects will radically remake the way the bank interacts with its customers.