Subject category:
Knowledge, Information and Communication Systems Management
Published by:
Ivey Publishing
Version: 2021-08-26
Revision date: 13-Apr-2022
Length: 11 pages
Data source: Field research
Abstract
In June 2020, the head of Customer Centre at DBS Bank Ltd (DBS), the largest commercial bank in Singapore, was wondering how to leverage the bank's current success in digitalization to create a competitive advantage. As a business leader, she was facing major decision points. How could she increase awareness of the bank's digital assets among existing customers? How could she further digitalize the customer centre? In addition, the COVID-19 global pandemic, which had disrupted businesses worldwide, had been both a challenge and an opportunity for DBS. What should be the bank's next steps? The head of the Customer Centre needed to find a way forward for DBS in the context of an industry that itself was not only in the middle of internal disruption but was also undergoing rapid transformation.
Teaching and learning
This item is suitable for undergraduate and postgraduate courses.
Subject category:
Knowledge, Information and Communication Systems Management
Published by:
Ivey Publishing
Version: 2021-08-26
Length: 8 pages
Data source: Field research
Simplified Chinese language
Subject category:
Strategy and General Management
Published by:
Ivey Publishing
Version: 2021-08-26
Length: 10 pages
Data source: Field research
About
Abstract
In June 2020, the head of Customer Centre at DBS Bank Ltd (DBS), the largest commercial bank in Singapore, was wondering how to leverage the bank's current success in digitalization to create a competitive advantage. As a business leader, she was facing major decision points. How could she increase awareness of the bank's digital assets among existing customers? How could she further digitalize the customer centre? In addition, the COVID-19 global pandemic, which had disrupted businesses worldwide, had been both a challenge and an opportunity for DBS. What should be the bank's next steps? The head of the Customer Centre needed to find a way forward for DBS in the context of an industry that itself was not only in the middle of internal disruption but was also undergoing rapid transformation.
Teaching and learning
This item is suitable for undergraduate and postgraduate courses.Settings
Related
Subject category:
Knowledge, Information and Communication Systems Management
Published by:
Ivey Publishing
Version: 2021-08-26
Length: 8 pages
Data source: Field research
Subject category:
Strategy and General Management
Published by:
Ivey Publishing
Version: 2021-08-26
Length: 10 pages
Data source: Field research