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DBS Bank Ltd.: How to Accelerate Digitalization
內容大綱
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.
學習目標
This case can be used in programs at the introductory undergraduate, advanced undergraduate, graduate, and executive levels. It is particularly relevant for information systems, strategy, and general management courses. Students can step into the shoes of the case protagonist and develop an action plan for the bank. The case provides an opportunity for students to explore the trade-offs in developing a digitalization strategy for a large organization in the financial services sector. After working through the case and assignment questions, students will be able to do the following:<ul><li>Examine the financial, operational, and strategic implications of a digitalization initiative in a large financial institution.</li><li>Recognize the outcomes of such an initiative.</li><li>Identify potential sources of value creation in a customer-centric organization.</li><li>Prepare an action plan for a large financial institution implementing a digitalization initiative.</li></ul>