In Good Company with Nicolai Tangen DBS CEO: Transforming Southeast Asian Banking, Embracing Diversity and Balancing AI with Humanity
81 snips
Nov 5, 2025 
Tan Su Shan, CEO of DBS Bank, shares insights on steering Southeast Asia's largest bank through disruption. She discusses harnessing AI while maintaining human connections, emphasizing curiosity and empathy in leadership. Su Shan reflects on her unique journey, including the bold move to demote herself for greater impact. She explores the importance of trust and transparency in Singapore's banking success, highlighting her innovative approach to wealth management and the benefits of reverse mentoring. Prepare for a surprising twist as she turns the tables with her own questions for Nicolai!
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Manage Through Customer Journeys
- Organize around customer journeys and maintain live data dashboards to enable fast feedback and iteration.
- Use A-B testing on offers and measure customer responses to validate AI and product changes.
AI With A Human Core
- DBS aims to be "the best AI-enabled bank with a heart," blending automation with human empathy.
- Tan Su Shan insists AI should remove mundane work while preserving human relationships.
Prove AI With A‑B Tests And Metrics
- Validate AI impact via A-B testing and measure incremental revenue from machine-led nudges.
- Use those metrics to scale successful models and capture cost or revenue gains.