Speakers

Yvonne Lau is Executive Director and Head of Customer Experience for DBS Consumer Banking & Wealth Management, overseeing six markets – Singapore, Hong Kong, Taiwan, China, India, and Indonesia. She drives the regional CX strategy, delivering meaningful enhancements to customer journeys through Voice of Customer insights, robust governance frameworks, and embedded a culture of customer advocacy across the organisation. Her leadership has contributed to DBS being named Euromoney’s "World’s Best Bank for Customer Experience", with cited achievements in journey thinking and worldclass Voice of Customer programme. With over two decades of expertise in CX, insights, and branding, Yvonne blends data, technology, and human-centred design to deliver experiences that build lasting customer trust.