World's Best Bank: A Strategic Guide to Digital Transformation

Discover how to transform from a traditional to a digitally driven organization based on DBS Bank, which has been recognized by Harvard as one of the top ten digital transformations of the last decade and as the world's best bank by the most prestigious banking awards.

World’s Best Bank provides you a strategic guide to leveraging digitalization and create better experiences for your customers. It’s based on unique and exclusive interviews of DBS C-suite conducted in person by the author.
This book tells how DBS Bank transformed from a traditional bank to the world’s best bank by making banking invisible by leveraging technology. In this inspirational journey of the weaving of customer insights, business needs and technology opportunities, you will discover hard-won insights, proven practices, provocative questions and relevant anecdotes you can apply in guiding your own digital journey.

World’s Best Bank describes how DBS, under the stewardship of CEO Piyush Gupta, adopted three strategic waves over 11 years. This journey reveals how the bank leveraged new technologies, became 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 every employee
• Why customer journey mapping is at the core of everything DBS does
• How the technology architecture transformed with DevOps, agile and GANDALF
• How the bank adopted a data driven culture
• How digital operating principles created a learning organization and transformed the bank
• How nurturing digital customers brought in twice the income
• How ecosystems were designed—even enabling customers to buy cars on the banks 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 on how to overcome your challenges in implementing digitalization.