Enhancing Multimodal Customer Experience Across Asia
How DBS Bank and its partners aligned customer goals, agent needs, and technology to deliver cohesive CX.
Explore More Case StudiesAbstract map of Asia highlighting Singapore, India, and Hong Kong with glowing hubs.
The Challenge
- Complex ecosystem of tools and partners.
- Agents burdened with fragmented workflows.
- Customers expected seamless multimodal journeys.
- Data blind spots across applications.
Ecosystem Complexity
Agent Workflows
Multimodal CX Demand
Data Silos
Our Approach
Strategic + tactical consultancy paired with multimodal CX expertise.
- 🎯
Strategic Alignment
Leadership and partners aligned on a CX-first roadmap.
- 🧑💼
Agent-Centric Design
Simplified workflows and CTI automations to remove friction.
- 📡
Multimodal Apps
Voice, chat, and digital channels unified under one standard.
- 📈
Data Integration
Real-time cross-application dashboards and reporting.
CX Journey Overview
The Solution
Three integrated workstreams delivered a cohesive customer experience across the region.
Unified CX Tools
Consistency across voice, chat, and digital interactions with shared governance.
Agent Empowerment
Reduced clicks, faster handling, and higher satisfaction for front-line teams.
Data Visibility
Cross-application insights surfaced in real time for leaders and agents.
The Outcomes
Impact metrics that captured regional collaboration, empowered agents, and measurable insight.
Regional Cohesion
Multimodal CX rolled out across Asia.
Agent Efficiency
Tasks simplified, handling time reduced.
Real-Time Insights
Cross-application data visibility achieved.
Strategic Confidence
Aligned roadmap for continuous CX improvement.
“Creative Communications Lab brought clarity and focus to a complex ecosystem. We now deliver cohesive experiences for customers and value for our agents.”
DBS Bank Leadership Team
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