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Transforming CX by using journey maps

Forrester has published an inspiring case study about how DBS reinvented the Asian banking experience. Outcomes:

  • 239 million customer service hours saved in 3 years
  • 84.3% of customers now receive service within 15 minutes
  • 40% decrease in time to open a savings account

Feel free to access the full case report on the Forrester site …

Declaration of interests:
The author and the site declare the absence of any financial or non-financial interests respectively any business relation with any of the companies mentioned at time of publication. The business case is exclusively shared based on meeting the editorial criteria of ‘CX Inspiration Hub’.


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