World’s Best Bank is a strategic guide to leveraging digitalization and creating better experiences for your customers.
This book tells how DBS Bank transformed from a traditional bank to the world’s best bank by making banking invisible with technology. In this inspirational journey, you will discover hard-won insights, proven practices, provocative questions and relevant anecdotes you can apply on your digitization journey.
World’s Best Bank describes how, under the stewardship of CEO Piyush Gupta, DBS adopted three strategic waves over 11 years. This journey reveals how the bank leveraged new technologies, become customer-obsessed and transformed its company culture.
This book initially describes the Asia Wave that laid the groundwork for the Digital Wave, the central core of this strategic guide. You will discover:
- How the bank’s digital purpose aligned and inspired everyone
- Why customer journey mapping is at the core of everything DBS does
- How the technology architecture transformed with Dev Ops, agile and GANDALF
- How the bank adopted a data driven culture
- How adopting agile created a learning organization and transformed the bank
- How digital customer can bring in twice the income
- How ecosystems were designed-even enabling customers to buy cars on the
- bank’s website!
Following the Digital Wave came the Sustainability Wave, which addresses issues of inequality and the future of our planet. You will also explore lessons from the bank’s rapid response to customers’ and employees’ needs when the COVID-19 pandemic struck.
World’s Best Bank is not only about implementing a digital strategy; it’s a rallying call for an industry revolution and a strategic guide for overcoming your challenges in implementing digitalization.
قائمة المحتويات
Contents
Introduction 13
Author’s Profile 17
Chapter 1 The Battle Cry from the Beach 19
Chapter 2 Three Waves Introduction 25
Chapter 3 The Asia Wave 33
Chapter 4 The Digital Wave 43
Chapter 5 First Strategy Principle of Digital Wave: Become Digital to the Core 49
Chapter 6 Changing Technology’s DNA 58
Chapter 7 Best Practices for Becoming
Digital to the Core 62
Chapter 8 Second Strategy Principle of Digital Wave: Embed Ourselves in the
Customer Journey 71
Chapter 9 Putting Our Customer at the
Heart of Everything We Do 73
Chapter 10 Customer Journey Examples 84
Chapter 11 Building Ecosystems 104
Chapter 12 Ecosystems Examples 113
Chapter 13 Customer Trust 122
Chapter 14 Third Strategy Principle of Digital Wave: Culture by Design, and Think
Like a Start-up 128
Chapter 15 Adopting Agile 135
Chapter 16 Be a Learning Organization 146
Chapter 17 Customer Obsessed 155
Chapter 18 Data-Driven Culture 161
Chapter 19 Experiment and Take Risks 178
Chapter 20 The Sustainability Wave 188
Chapter 21 Covid-19 Pandemic Response 201
Appendix
A. World’s Best Bank Platform 213
B. Strategy Implementation Institute 217
C. Award-Winning Bank 219
D. Glossary 221
Acknowledgments 225
عن المؤلف
Robin Speculand
Strategy & Digital Implementation Specialist
Robin Speculand passionately lives and breathes strategy implementation. He continually creates new approaches to supporting leaders in transforming their organizations and is one of the world’s most prolific writers on the subject.
Robin has founded three companies, three business associations and is the CEO of Bridges Business Consultancy Int. Singapore Airlines was among the first organizations to embrace this new field and engaged Robin to support its global strategy implementation.
He is known for his breakthroughs on implementation methodology and techniques, including the Implementation Compass™, a proprietary framework; built on the eight areas for excellence for execution; Readiness2Execute Assessment; IMPACT, a toolkit for implementing actions in 90 days; Ticking Clock© Model, a framework for digitalizing an organization; Digital Maturity Index, a self-assessment that reveals a person’s level of digital maturity; the Implementation Hub, featuring more than 700 online resources and the 40 Digital Best Practices Benchmark.
Robin also co-founded an online education forum-the Strategy Implementation Institute-that provides leaders with a community, online course and online certification in the field.
In 2015, Robin recognized that implementing digitalization was markedly different than previous strategy implementations. He researched the challenges globally and in 2018 co-authored the white paper Transforming Your Company into a Digital-Driven Business.
Robin has published five books on strategy implementation. His latest is World’s Best Bank – A Strategic Guide to Digital Transformation. His pioneering work has been featured in media worldwide including BBC World and Forbes. He is a TEDx speaker and an educator for Duke CE, IMD, and an adjunct member of Singapore Management University and National University of Singapore. He is an award-winning case writer and a Global Scot appointed by the First Minister of Scotland.
Outside of work, Robin competes in ironman events around the world and calls Singapore home.
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