OCBC Bank taps design for customer experience overhaul

This event report explains how OCBC Group, the second largest financial group in South East Asia, strove to improve its customer service by identifying pain points and using empathy and design to create a painless experience.

Jin Kang Moller, Vice President of Experience Design at OCBC Bank, is clear: in a category where products and services are often identical, it's customer experience which sets financial brands apart.

OCBC Bank was founded in 1932, making it Singapore's oldest bank. In the decades that followed, Singapore transformed from a colonial port town to a financial powerhouse with glittering skyscrapers – including OCBC's own - crowding the skyline. From humble beginnings, OCBC Group is now the second largest financial group in South East Asia (by assets) with key markets in Singapore, Malaysia, Indonesia and Greater China.

Banking customers expect...

Not a subscriber?

Schedule your live demo with our team today

WARC helps you to plan, create and deliver more effective marketing

  • Prove your case and back-up your idea

  • Get expert guidance on strategic challenges

  • Tackle current and emerging marketing themes

We’re long-term subscribers to WARC and it’s a tool we use extensively. We use it to source case studies and best practice for the purposes of internal training, as well as for putting persuasive cases to clients. In compiling a recent case for long-term, sustained investment in brand, we were able to support key marketing principles with numerous case studies sourced from WARC. It helped bring what could have been a relatively dry deck to life with recognisable brand successes from across a broad number of categories. It’s incredibly efficient to have such a wealth of insight in one place.

Insights Team
Bray Leino

You’re in good company

We work with 80% of Forbes' most valuable brands* and 80% of the world's top top-of-the-class agencies.

* Top 10 brands