DBS Digibank India: Customer Science for Customer Service

In April 2016, DBS Bank, headquartered in Singapore, launched a mobile-only, all-digital bank in India named Digibank. At that time, it was India's first mobile-only bank, as well as the first bank to make use of India's national ID and biometric card (called Aadhaar) for alldigital onboarding of a new bank customer. The launch and subsequent operation of Digibank would end up transforming DBS's approach to retail bank call centers and all aspects of the bank's retail customer service, not only in India but in its home country of Singapore and in the bank's other countries of operation as well.