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.

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