Discover how to transform from a traditional to a digitally driven organization based on DBS Bank, which has been recognized by Harvard as one of the top ten digital transformations of the last decade and as the world's best bank by the most prestigious banking awards. World’s Best Bank provides you a strategic guide to leveraging digitalization and create better experiences for your customers. It’s based on unique and exclusive interviews of DBS C-suite conducted in person by the author. This book tells how DBS Bank transformed from a traditional bank to the world’s best bank by making banking invisible by leveraging technology. In this inspirational journey of the weaving of customer insights, business needs and technology opportunities, you will discover hard-won insights, proven practices, provocative questions and relevant anecdotes you can apply in guiding your own digital journey. World’s Best Bank describes how DBS, under the stewardship of CEO Piyush Gupta, adopted three strategic waves over 11 years. This journey reveals how the bank leveraged new technologies, became customer-obsessed and transformed its company culture. This book initially describes the Asia Wave that laid the groundwork for the Digital Wave, the central core of this strategic guide. You will discover: How the bank’s digital purpose aligned and inspired every employee - Why customer journey mapping is at the core of everything DBS does - How the technology architecture transformed with DevOps, agile and GANDALF - How the bank adopted a data driven culture - How digital operating principles created a learning organization and transformed the bank - How nurturing digital customers brought in twice the income - How ecosystems were designed—even enabling customers to buy cars on the banks website Following the Digital Wave came the Sustainability Wave, which addresses issues of inequality and the future of our planet. You will also explore lessons from the bank’s rapid response to customers’ and employees’ needs when the COVID-19 pandemic struck. World’s Best Bank is not only about implementing a digital strategy; it’s a rallying call for an industry revolution and a strategic guide on how to overcome your challenges in implementing digitalization. "I recommend reading this book for any leader involved in digital transformation to not only avoid common mistakes but also adopt best practices." Rita McGrath - Associate Professor, Columbia Business School; Best-Selling Author of Seeing Around Corners "If you are a leader in digital transformation, you can clear the hurdles and avoid the pitfalls by applying Robin Speculand's real-world experience and advice." Ron Kaufman - NY Times Best-Selling Author and Global Customer Service Thought Leader World's Best Bank shares the secrets of success in digital transformation as well as hard-won insights and proven practices you can adopt in your implementation. It has been an adventure capturing the amazing story of DBS Bank in Singapore transforming from a traditional to a digitally driven organization. Over the last 11 years, DBS Bank transformed under the stewardship of Piyush Gupta. This story tells how the bank adopted "Making Banking Joyful" as a strategy to dramatically improve the quality of banking for its customers. In this book is I provide you a strategic guidance on how an organization can digitally transform--something that succeeds only one out of five times. With two years of exclusive access to DBS personnel, I interviewed, researched and wrote about how the bank became the world's best in its industry. At the same time, it revolutionized the way banking is conducted. One of the reasons digital transformations fail is because leaders don't understand fully what is involved and which of the new technologies to adopt. In World's Best Bank, I provide the whole implementation story so that you can see how the different components of the transformation come together. The book is centered around the three strategic principles that DBS adopted: Re-architecture technology - Becoming customer obsessed - Creating a start-up culture These principles come to life through examples and shared best practices. The book opens explaining how the bank laid its groundwork for digital transformation in its previous strategy and the closing chapters focus on how it managed through the pandemic and is now also concentrating on sustainability. Specifically, you will read about: A CEO on an inspirational journey to improve the world  - A chief marketing officer who talks like a Hollywood film producer - A CFO who talks like a data analyst - A chief data analyst who talks like a chief strategy officer - A consumer head who leveraged the bank's technology to improve school children's diets - An audit team that adopted agile and has departments asking auditors to audit them! - A treasury team who used AI to redefine an industry - An HR team that adopted machine learning to reta