Asia's #1 Customer Experience
Leaders Platform16 - 19 June 2026 l Amara Sentosa, Singapore
Leaders Platform
Alicia Chong
Senior Vp Of Customer Journey Analytics, Technology And Operations DBS17 June 2026 | Main Conference Day 1
4:30 PM Case Study | From Metrics to Meaning: How DBS Is Using Data to Prove and Improve CX Impact
DBS Bank is redefining how customer experience is measured and managed by moving beyond isolated metrics toward a data-driven model that links experience performance directly to business outcomes. This session explores how DBS is using customer, journey, and operational data to prioritise what matters most, guide decision-making, and deliver measurable CX impact at scale.
• Building an integrated CX measurement framework that connects customer signals with operational and commercial outcomes
• Using journey-level data to identify critical pain points and focus improvement efforts where they will deliver the greatest impact
• Applying advanced analytics and GenAI to translate insight into clearer priorities, faster decisions, and more effective CX interventions
• Shifting CX measurement from static reporting to an active decision-support tool that drives continuous improvement
Check out the incredible speaker line-up to see who will be joining Alicia.
Download The Latest AgendaIn Partnership With:
QUESTIONS?
Contact us via email at enquiry@iqpc.com.sg.
©2026 IQPC. All rights reserved.
