Daniel LingManager, Experience Design, Biz Transformation
Daniel Ling has 11 years of experience in innovation and design thinking who has moulded himself to be a “designer in a business suit”- strong in the design thinking process and yet relevant to the financial and business industry. He is an effective human factors designer- in areas of space, product and communication design for end users. As a design lead for OCBC and DBS to improve customer experience through design, Daniel spearheaded key projects in branch, digital and communication design for the world’s strongest bank. He has facilitated and conducted training to over 300 students / professionals across banking and public sectors. Through his work, Daniel has been featured in AXIS magazine and Straits Times. His OCBC Experience Design team also won the Asia’s Top Design Practice from Singapore Design Awards in 2014. He is Experience Design mentor to DBS Hotspot Program and Unicorn Challenge. On top of all, Daniel also founded Emerge Creatives Design Thinking Training company- with clients from Singapore government agencies such as Mindef, ICA and NAVY and schools such as Millennia Institute, RP and NUS, top MNCs such as Fuji Xerox, British American Tobacco and DBS.
9:50 AM Panel: Adopting a Customer-Centric Design in Your Branch to Increase Engagement and Efficiency
• Making the customer the focal point of all interactions and channels
• Designing and delivering intuitive, easy-to-use and interesting customer services that personalize every interaction at the branch
• Orchestrating services through multiple channels – continuously, consistently, and in the right context
• Utilizing insights from the data collected during customer interactions and transactions at the branch