DBS COO’s most important tip for AI transformation: Lead with ‘why’

DBS Group COO Derrick Goh is leading the bank's AI strategy, which recently rolled out an agentic AI assistant named DBS Joy to all corporate clients in Singapore, with plans to expand to Hong Kong and other markets. Goh emphasizes that the most important tip for AI transformation is to lead with 'why', focusing on customer benefits rather than technology for its own sake.

DBS COO’s most important tip for AI transformation: Lead with ‘why’ In executing the bank’s artificial intelligence strategy, Derrick Goh sees his role as a ‘midfielder’ The strategies and stories that shape today’s leaders SINGAPORE Derrick Goh, DBS’ first-ever group chief operating officer COO , is leading the execution of the bank’s artificial intelligence strategy. A recent milestone was the roll-out of an agentic AI assistant https://www.businesstimes.com.sg/companies-markets/dbs-rolls-out-agentic-ai-350000-corporate-clients to all its corporate clients in Singapore, with plans to expand into Hong Kong and other key markets in the coming months. Scaling up the capabilities of this assistant, named DBS Joy, and a transformed call centre are two outcomes Goh is proud of – mostly because they directly benefit the bank’s customers.