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DBS IDEAL: Hyperpersonalising Digital Customer Journeys

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10 March 2021
Patricia Hines

Winner of Celent Model Bank Award 2021 for Corporate Digital Banking

Abstract

Celent recognizes DBS Group as the winner of the Celent Model Bank 2021 Award for Corporate Digital Banking for their initiative DBS IDEAL Next-Generation Digital Banking initiative. Having achieved significant success with DBS IDEAL, DBS Bank’s award-winning digital banking platform for business customers, the bank sought to evolve the portal from a transactional channel towards a customer-centric engagement platform. DBS envisioned a next-generation platform incorporating faster, simpler, and smarter customer journeys. The resulting next-generation IDEAL platform leverages cutting-edge technologies to provide an AI-powered, hyperpersonalised, end-to-end digital experience.

The new platform focuses on what is best for the bank’s customers and their businesses to help them thrive beyond challenging times, such as the COVID-19 pandemic. The platform has shaped the future of banking, enabling higher throughput for both business partners and DBS. DBS and ACI Worldwide partnered to deliver an integrated digital journey that delights DBS’ customers, leapfrogs the bank ahead of the competition, and provides significant new revenue to the bank, all whilst driving innovation at the heart of the project. This success is set to continue over the next three to five years, with both DBS and ACI committed to a road map and agile delivery model that will continue to see first-to-market digital initiatives delivered to DBS customers every month.

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