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Putting the customer first

Taking a sleepy bank into a digital future, DBS CEO Piyush Gupta pushes fear and hope in equal doses to nudge staff to think big.

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"Banking is a business of execution. Strategies are a dime a dozen, how do you actually transform the strategy, to get people to do. And that comes from laying a roadmap, being able to put the resources behind it, and then actually monitoring and getting hands on." - DBS CEO Piyush Gupta.

THERE is a story that DBS chief Piyush Gupta likes to tell, and it goes like this: in 2012, DBS ATMs in the Bugis area were hit by a card skimming fraud that resulted in about a million bucks in unauthorised withdrawals.

The regulators bayed for blood. As it turned out, a staff at the...

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