Latest news with #CustomerExperience
Yahoo
a day ago
- Business
- Yahoo
DBS conferred three global awards, including the most prestigious 'World's Best Bank' accolade, by Euromoney
Also recognised as 'World's Best Bank for Customer Experience' and 'World's Best Bank for Corporate Responsibility' SINGAPORE, July 18, 2025 /PRNewswire/ -- DBS scored a hat-trick win at the Euromoney Awards for Excellence 2025. This included receiving the "World's Best Bank" accolade, marking the third time that the bank has clinched Euromoney's top accolade since 2019. The recognition is a testament to DBS' solid financial performance, unwavering commitment to customer excellence, relentless focus on innovation and strong sense of purpose. DBS was also named the inaugural winner in the "World's Best Bank for Customer Experience" category and "World's Best Bank for Corporate Responsibility" for the second time. "At a time of economic uncertainty and rapid technological change, DBS stands out for its future-forward approach, focus on trust and reliability, and proven ability to realise value from technology investments," said Dominic O'Neill, Head of Banking, Euromoney, in its award citation. "The bank's agile-at-scale transformation has shown fruits in revenues and customer satisfaction, and low staff turnover rates are a result of investing in its employees throughout their careers, and of an underlying sense of purpose, including to social and environment causes. DBS has also demonstrated how banks can steer their organisations towards excellence in customer service. All this has had an impact on its financial results and shareholder returns, which have both reached record levels." In 2024, DBS' total income of SGD 22.3 billion and net profit of SGD 11.4 billion were both at new highs. Return on equity of 18.0% was one of the highest among developed market banks. The bank was also the first Singapore-listed company to cross USD 100 billion in market capitalisation. On the customer front, DBS has continued to innovate to make banking simpler, more effortless and highly personalised. In 2024, this included engaging more than 13 million customers across the region through 1.2 billion AI-powered personalised nudges to guide them towards better investment and financial decisions. Last year, the bank more than doubled economic outcomes from AI to SGD 750 million through over 370 use cases. It also continued to mature the way it manages through journeys, improving customer satisfaction, turnaround times and other customer outcomes in the process. DBS' commitment to corporate responsibility cuts across the environmental, social and governance pillars. To help drive Asia's transition to a low-carbon economy, DBS has committed SGD 89 billion in sustainable financing commitments net of repayments. It has also pledged up to SGD 1 billion and over 1.5 million volunteer hours in the coming decade, starting 2024, to improve lives and livelihoods of the low-income and underprivileged in Asia. Tan Su Shan, DBS CEO, said: "We are very honoured to be conferred three global awards, including the 'World's Best Bank' accolade, by Euromoney. Innovation and purpose are integral to the DBS culture, driven by our desire to make banking simpler and more effortless for customers, as well as to do real things for real people. To be recognised for our commitment to customers and society, who are at the heart of everything we do at DBS, is very gratifying. We will continue to be that trusted, purpose-driven and transformative partner that everyone can count on." DBS received its first global Best Bank title in 2018, when New York-based Global Finance named it the Best Bank in the World. That same year, The Banker, a publication by the Financial Times, awarded DBS the title of Global Bank of the Year. In the years that followed, DBS continued to earn top honours, with Euromoney and Global Finance conferring their highest accolades in 2019 (Euromoney), 2020 (Global Finance), and 2021 (Euromoney). This latest World's Best Bank win marks the eighth time DBS has been recognised for its global leadership. About DBSDBS is a leading financial services group in Asia with a presence in 19 markets. Headquartered and listed in Singapore, DBS is in the three key Asian axes of growth: Greater China, Southeast Asia and South Asia. The bank's "AA-" and "Aa1" credit ratings are among the highest in the world. Recognised for its global leadership, DBS has been named "World's Best Bank" by Global Finance, "World's Best Bank" by Euromoney and "Global Bank of the Year" by The Banker. The bank is at the forefront of leveraging digital technology to shape the future of banking, having been named "World's Best Digital Bank" by Euromoney and the world's "Most Innovative in Digital Banking" by The Banker. In addition, DBS has been accorded the "Safest Bank in Asia" award by Global Finance for 16 consecutive years from 2009 to 2024. DBS provides a full range of services in consumer, SME and corporate banking. As a bank born and bred in Asia, DBS understands the intricacies of doing business in the region's most dynamic markets. DBS is committed to building lasting relationships with customers, as it banks the Asian way. Through the DBS Foundation, the bank creates impact beyond banking by supporting businesses for impact: enterprises with a double bottom-line of profit and social and/or environmental impact. DBS Foundation also gives back to society in various ways, including equipping underserved communities with future-ready skills and helping them to build food resilience. With its extensive network of operations in Asia and emphasis on engaging and empowering its staff, DBS presents exciting career opportunities. For more information, please visit View original content to download multimedia: SOURCE DBS BANK LTD
Zawya
2 days ago
- Business
- Zawya
Jazeera Airways accelerates digital transformation journey with LitmusWorld's NPS Solution
Kuwait – Jazeera Airways, Kuwait's leading low-cost airline, has successfully launched the first phase of a cutting-edge Customer Experience (CX) and Feedback Intelligence Platform from LitmusWorld – within a week of its PSS upgrade. With customers at the core of the airline's transformation efforts, this rapid integration scores a key milestone in the airline's wider digital transformation journey and reinforces its commitment to delivering exceptional travel experiences. Building on the recent upgrade of its Passenger Service Systems (PSS), the new CX platform represents the second major initiative in Jazeera's strategy to enhance the end-to-end travel experience. In parallel, the airline has also partnered with Tata Consultancy Services (TCS) to modernize its digital infrastructure and introduce a state-of-the-art, AI-driven chatbot—further personalizing and streamlining interactions with passengers across digital touchpoints. At the core of the new platform is a dynamic, digital-first Net Promoter Score (NPS) system, designed to boost passenger engagement and elevate service quality. With the initial phase now live, Jazeera can capture real-time feedback at critical touch points including booking and online check-in. Passengers can give their feedback at different stages of their digital journey with an option to provide comments or feedback at a click versus calling or visiting customer service. Additional capabilities and expanded coverage are scheduled to launch later this year, further strengthening the airline's ability to listen, learn, and lead in customer satisfaction. Barathan Pasupathi, Chief Executive Officer of Jazeera Airways highlighted, 'Customer feedback is no longer just a metric—it's the compass guiding our commitment to delivering exceptional travel experiences. We selected LitmusWorld for their globally trusted NPS platform, which reaches over a billion customers. The successful rollout has already yielded valuable insights, and with additional modules launching later this year, we are shaping a customer experience program that is both dynamic and deeply responsive to our passengers' needs.' Transforming Feedback into Action, in Real Time Seamlessly integrated into Jazeera Airways' ecosystem, the platform unlocks a smarter way to listen and respond, featuring: Contextual Surveys: Rolled out after key moments like bookings, check-ins, and flight completion, helping gather authentic and timely passenger feedback. Multi-Channel Engagement: Passengers can respond via SMS, WhatsApp, email, social media, or even the call centre making it convenient and accessible. Live NPS Tracking: Real-time customer sentiment data empowers teams to spot trends, address issues, and identify brand advocates. Executive Dashboards: Role-based insights allow everyone from crew managers to CXOs to stay aligned on customer priorities. LitmusWorld is a leading customer experience and survey management platform and this collaboration also marks LitmusWorld's debut in the Middle East aviation sector, further expanding its global footprint. 'We're thrilled to kick off this exciting journey with Jazeera Airways,' said Sandip Sen, CEO of LitmusWorld. 'The early success of Phase 1 is just the beginning. Our platform is built to scale, and together, we'll continue unlocking richer insights and faster service recovery as we progress through the upcoming rollouts.' As Jazeera Airways continues to innovate in the skies, this collaboration sets the tone for a new era of experience-driven aviation, one where every voice is heard, and every journey is better than the last. About Jazeera Airways Founded in 2004, Jazeera Airways is a leading low-cost carrier based in Kuwait, serving over 5 million passengers across a network of more than 60 destinations in the Middle East, Central and South Asia, Africa, and Europe. Dedicated to offering affordable, high-quality air travel, Jazeera Airways caters to business, leisure, religious, and weekend travellers, all while maintaining the highest standards of safety and customer service. Jazeera Airways currently operates a modern and efficient fleet of 24 Airbus A320ceo and A320neo aircraft, enabling it to optimize fuel efficiency and reduce environmental impact. 26 new aircraft from its orderbook, 18 A320neos and 8 A321neos are expected to arrive 2027 onwards. The only publicly traded airline on the Kuwait Stock Exchange (Boursa Kuwait), Jazeera Airways was recognized as a Fortune 500 Arabia company and named "Great Place to Work" in 2023. A trailblazer in the aviation sector, Jazeera Airways has introduced several digital initiatives to its customer experience and is one of the first to design, build, and operate its own terminal, Jazeera Terminal 5 (T5), at the Kuwait International Airport.
Al Bawaba
2 days ago
- Business
- Al Bawaba
Jazeera Airways Accelerates Digital Transformation Journey with LitmusWorld's NPS Solution
Jazeera Airways, Kuwait's leading low-cost airline, has successfully launched the first phase of a cutting-edge Customer Experience (CX) and Feedback Intelligence Platform from LitmusWorld – within a week of its PSS upgrade. With customers at the core of the airline's transformation efforts, this rapid integration scores a key milestone in the airline's wider digital transformation journey and reinforces its commitment to delivering exceptional travel experiences. Building on the recent upgrade of its Passenger Service Systems (PSS), the new CX platform represents the second major initiative in Jazeera's strategy to enhance the end-to-end travel experience. In parallel, the airline has also partnered with Tata Consultancy Services (TCS) to modernize its digital infrastructure and introduce a state-of-the-art, AI-driven chatbot—further personalizing and streamlining interactions with passengers across digital the core of the new platform is a dynamic, digital-first Net Promoter Score (NPS) system, designed to boost passenger engagement and elevate service quality. With the initial phase now live, Jazeera can capture real-time feedback at critical touch points including booking and online check-in. Passengers can give their feedback at different stages of their digital journey with an option to provide comments or feedback at a click versus calling or visiting customer service. Additional capabilities and expanded coverage are scheduled to launch later this year, further strengthening the airline's ability to listen, learn, and lead in customer Pasupathi, Chief Executive Officer of Jazeera Airways highlighted, 'Customer feedback is no longer just a metric—it's the compass guiding our commitment to delivering exceptional travel experiences. We selected LitmusWorld for their globally trusted NPS platform, which reaches over a billion customers. The successful rollout has already yielded valuable insights, and with additional modules launching later this year, we are shaping a customer experience program that is both dynamic and deeply responsive to our passengers' needs.'Transforming Feedback into Action, in Real TimeSeamlessly integrated into Jazeera Airways' ecosystem, the platform unlocks a smarter way to listen and respond, featuring:● Contextual Surveys: Rolled out after key moments like bookings, check-ins, and flight completion, helping gather authentic and timely passenger feedback.● Multi-Channel Engagement: Passengers can respond via SMS, WhatsApp, email, social media, or even the call centre making it convenient and accessible.● Live NPS Tracking: Real-time customer sentiment data empowers teams to spot trends, address issues, and identify brand advocates.● Executive Dashboards: Role-based insights allow everyone from crew managers to CXOs to stay aligned on customer is a leading customer experience and survey management platform and this collaboration also marks LitmusWorld's debut in the Middle East aviation sector, further expanding its global footprint.'We're thrilled to kick off this exciting journey with Jazeera Airways,' said Sandip Sen, CEO of LitmusWorld. 'The early success of Phase 1 is just the beginning. Our platform is built to scale, and together, we'll continue unlocking richer insights and faster service recovery as we progress through the upcoming rollouts.' As Jazeera Airways continues to innovate in the skies, this collaboration sets the tone for a new era of experience-driven aviation, one where every voice is heard, and every journey is better than the last.
Zawya
2 days ago
- Business
- Zawya
National Finance honoured for innovation in digital payments and customer experiences
Muscat: In recognition of its outstanding efforts to advance digital innovation and elevate customer experience, National Finance, the Sultanate of Oman's leading finance company, was recently honoured with the prestigious 'Innovation in Digital Payments and Customer Experience' award at the 2025 Cybersecurity and Cloud Service Conference and Awards. This accolade underscores the company's commitment to delivering cutting-edge digital financial solutions while enhancing the overall customer journey. The award was graciously accepted on behalf of the company by Mr. Rakesh Makkar, Deputy Chief Executive Officer at National Finance. The award celebrates National Finance's efforts in leveraging advanced Fintech tools to simplify and secure the digital payment experience for customers nationwide. Through a comprehensive digital transformation strategy, the company has introduced seamless, user-centric services via its website and mobile app – empowering customers to calculate installments, manage payments, and access tools that simplify their financing journey. Complementing these digital platforms, National Finance's network of strategically located self-service kiosks offers a hassle-free payment option. Internally, the company continues to harness fintech and automation to enhance operational efficiency and elevate the overall customer experience. Bringing his expertise and strategic perspective to the event, Mr. Rakesh Makkar, Deputy CEO of National Finance, played a prominent role in the proceedings. He contributed valuable insights as a panelist in the Banking & Finance Panel: Fintech, e-Transformation & Cybersecurity, speaking on the topic of 'Exploring Fintech's Role in Digital Transformation and Cybersecurity'. Additionally, he delivered a compelling address during the Fintech Evolution & Innovation session, where he discussed how fintech is reshaping financial services, and highlighted National Finance's commitment to embedding innovation across every facet of its operations. Commenting on the occasion, Mr. Rakesh Makkar stated, "It is a true honour to be recognized for our commitment to digital innovation and customer service excellence – two foundational pillars of National Finance's operational philosophy. Our ongoing efforts to enhance customer experience through secure, user-friendly, and accessible digital channels reflect our dedication to promoting financial inclusion across diverse customer segments. As the financial services landscape continues to evolve, National Finance remains steadfast in its mission to lead the way in delivering smarter, safer, and more efficient digital experiences." The receipt of this esteemed accolade marks a significant milestone in National Finance's digital transformation journey. It reflects the company's ongoing commitment to enhancing access to its comprehensive financing solutions while prioritizing convenience and ease for its customers. Through its active participation in such key industry forums, National Finance continues to reinforce its leadership position and contribute meaningfully to the dialogue shaping the future of the financial services sector.
Zawya
3 days ago
- Automotive
- Zawya
QIC wins Customer Experience Initiative of the Year title at Insurance Asia Awards
Doha, Qatar: Qatar Insurance Company (QIC), the leading insurer in Qatar and the MENA region, has been awarded the 'Customer Experience Initiative of the Year in Qatar' title at the 2025 Insurance Asia Awards. The accolade was announced during the program's annual awards ceremony held last week in Singapore, attended by representatives from leading insurers across the continent. This prestigious recognition underscores QIC's success in delivering a seamless and innovative customer journey through its QIC App, the company's flagship platform. Designed to cover the daily digital needs of everyone in Qatar, the app has significantly simplified users' experiences, enabling them to instantly understand their coverage needs, purchase policies in just a few clicks, and conveniently access a suite of non-insurance services related to everyday life. Commenting on the award, Mr. Salem Al Mannai, Group CEO of QIC, said: 'We are honored to be recognized once again by one of the most respected insurance award programs in Asia, and to see our solutions acknowledged by a panel of renowned industry experts. This achievement affirms the strength of QIC's digital strategy, and our ongoing commitment to enhancing the customer journey with cutting-edge, user-centric solutions. Our investment in digital innovation over the past few years has allowed us to consistently deliver better access to the best coverage for everyone in Qatar, and we look forward to building on this momentum and setting new benchmarks for digital excellence at local and regional levels.' QIC App is the first and only platform of its kind in Qatar, offering integrated insurance and non-insurance features through a single interface. Whether it's purchasing or managing policies, paying installments, or submitting and tracking claims, the app offers a comprehensive digital ecosystem for all insurance needs. QIC App also includes value-added solutions such as a car marketplace, car rentals, repair and detailing services, and other features designed to enhance convenience and peace of mind for customers across the country. Insurance Asia Magazine is a biannual publication based in Singapore, providing in-depth insights into the Asian insurance sector through news, interviews, and expert analysis. The magazine's Insurance Asia Awards is one of the most prestigious award programs continent-wide, recognizing insurers that have achieved outstanding milestones, introduced innovations, and set new industry benchmarks. To learn more about QIC App or to download the application, visit
