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How DBS Bank Became The Best Digital Bank In The World By Becoming Invisible

Every year, financial services magazine Euromoney gives out numerous awards for excellence to firms in many categories, at country, regional, and global levels. Their inaugural pick for best digital bank: Singapore-based DBS Bank.

DBS wasn’t always a digital leader, however. The story of its digital transformation is all the more remarkable because one of its goals for its technology – in fact, for the entire bank – is to disappear from view.

First Step: Eliminate ‘Waste’

DBS is a midsized Asian bank with about 22,000 employees, created by the Government of Singapore in 1968 to help modernize the island nation.

However, when DBS brought in Paul Cobban, who is now Chief Operating Officer, Technology and Operations for DBS, to spearhead the bank’s transformation in 2009, they were far from best – in fact, they were among the worst.

Cobban recalls an eye-opening story from his first day at the bank. “I was in a taxi and I mentioned I worked at DBS,” Cobban recalls. “The taxi driver said DBS stood for ‘damn bloody slow.’” True enough, DBS had the lowest customer satisfaction scores of any bank in Singapore.

Read the entire article at http://www.forbes.com/sites/jasonbloomberg/2016/12/23/how-dbs-bank-became-the-best-digital-bank-in-the-world-by-becoming-invisible/.

Intellyx publishes the Agile Digital Transformation Roadmap poster, advises companies on their digital transformation initiatives, and helps vendors communicate their agility stories. As of the time of writing, none of the organizations mentioned in this article are Intellyx customers.

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Jason Bloomberg is a leading IT industry analyst, Forbes contributor, keynote speaker, and globally recognized expert on multiple disruptive trends in enterprise technology and digital transformation. He is ranked #5 on Onalytica’s list of top Digital Transformation influencers for 2018 and #15 on Jax’s list of top DevOps influencers for 2017, the only person to appear on both lists.

As founder and president of Agile Digital Transformation analyst firm Intellyx, he advises, writes, and speaks on a diverse set of topics, including digital transformation, artificial intelligence, cloud computing, devops, big data/analytics, cybersecurity, blockchain/bitcoin/cryptocurrency, no-code/low-code platforms and tools, organizational transformation, internet of things, enterprise architecture, SD-WAN/SDX, mainframes, hybrid IT, and legacy transformation, among other topics.

Mr. Bloomberg’s articles in Forbes are often viewed by more than 100,000 readers. During his career, he has published over 1,200 articles (over 200 for Forbes alone), spoken at over 400 conferences and webinars, and he has been quoted in the press and blogosphere over 2,000 times.

Mr. Bloomberg is the author or coauthor of four books: The Agile Architecture Revolution (Wiley, 2013), Service Orient or Be Doomed! How Service Orientation Will Change Your Business (Wiley, 2006), XML and Web Services Unleashed (SAMS Publishing, 2002), and Web Page Scripting Techniques (Hayden Books, 1996). His next book, Agile Digital Transformation, is due within the next year.

At SOA-focused industry analyst firm ZapThink from 2001 to 2013, Mr. Bloomberg created and delivered the Licensed ZapThink Architect (LZA) Service-Oriented Architecture (SOA) course and associated credential, certifying over 1,700 professionals worldwide. He is one of the original Managing Partners of ZapThink LLC, which was acquired by Dovel Technologies in 2011.

Prior to ZapThink, Mr. Bloomberg built a diverse background in eBusiness technology management and industry analysis, including serving as a senior analyst in IDC’s eBusiness Advisory group, as well as holding eBusiness management positions at USWeb/CKS (later marchFIRST) and WaveBend Solutions (now Hitachi Consulting), and several software and web development positions.