Consumer Financial Services (CFS) Singapore, the retail banking arm of the Oversea-Chinese Banking Corporation (OCBC Bank) and winner of the 2014 Singapore Quality Award, transformed the branch experience to make banking easier for its customers. The transformation was divided into three components: Physical, Technological, and Social Transformation. A massive S$88 million initiative was conducted to radically transform the retail branch experience. On top of improving the facilities at branches...

BPIR Categories

1.1.7 Review customer listening & learning methods
1.3.1 Build customer relationships
1.3.2 Determine & provide customer contact mechanisms

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