Digital Wealth Asia Forum 2019 Singapore - Exclusive Insights - Evy Theunis

Evy Theunis of DBS Bank

Jun 21, 2019

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1. How should banks decide what’s working? What KPIs should we use?

Video transcript

1. How should banks decide what’s working? What KPIs should we use?

What's really important, when looking at what's working, is to look at your data. I think a lot of banks can do a lot more work in terms of looking at their data. This would provide an understanding of what the customers are doing, an understanding how they interact with the bank digitally, as well as offline, and allow them to learn from that. They can then develop KPIs based on this. You have the regular KPIs in terms of channel shares, in terms of sales, digital engagement, how satisfied customers are with you. But there is a lot more than just these examples that that banks can learn from their data, and I think there's a lot of work to do in this industry on this.

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