Leaders at All Levels: How DBS Bank Makes Everyone an Innovator
DBS Bank believes that innovation is critical to its survival, and to reinforce that objective, it made innovation a KPI representing 20% of every team and individual’s performance review.
In this episode of Leaders at All Levels, hosts Katherine W. Isaacs and Michele Zanini speak with Bidyut Dumra, group head of innovation and future of work at DBS, to learn how he’s helped turn innovation from a top-down mandate to one that actually grows from the bottom up. DBS organized its entire operating model around cross-functional “customer journey” teams, led by what Dumra calls “mini CEOs” who have the authority and funding to make real decisions to meet customers’ needs.
Dumra also explains how one customer’s credit card loss sparked an insight that changed everything: Customers don’t think in terms of processes; they think in terms of intents. That single moment, he said, launched...
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