DBS implements interaction analytics to enhance customer experience

Earlier this year, DBS had come up tops for its customer satisfaction in Singapore's financial sector, according to an annual industry survey by the Institute of Service Excellence at SMU. On August 22, DBS Bank announced the successful roll-out of the interaction analytics at its Singapore-based customer centre, the first by a bank in Singapore. The use of this advanced technology will enable DBS to increase its customer centre efficiency and underscores the bank's commitment to transforming the banking experience as it leverages the insights gained to improve customer satisfaction and response time.