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Release Date: 06/28/2021

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Andrew Sidwell is the founder of BareZero, strengthening transformation teams.

He was previously Executive Director of the Customer Experience Transformation Program at DBS Bank in Singapore, where he helped the bank transform into the World’s Best Bank, 3 years in a row.

Today, he shares how the bank made the transformation.

Andrew’s Top 3 Tips For Managing Change:

  1. Get a very clear picture of what your role is in the transformation, to support your people. It will be different from your business-as-usual role (21:43).
  2. Change yourself first. It's okay to be vulnerable, and be willing to be bare and open with your team. Keep resetting in order to do your best work (22:30).
  3. Your people are the change makers. Not you. So it’s crucial to create space for your people, so they can do the work needed to get where you want to go (23:45).

You'll Learn:

  • What organisations DBS looked at, to get a head start on creating world-class service (05:58).
  • The first of 5 pillars which Piyush Gupta (CEO of DBS Group) focused on to begin the transformation (05:14).
  • The steps the bank took to hone the service they wanted to deliver to customers into 3 words (07:02).
  • What ‘RED’ stands for, and how it forms the basis of service provided by the bank. Chances are, it will be equally applicable in your business (09:47).
  • How DBS got buy-in to the transformation at all levels (12:43).
  • Andrew’s number 1 tip for the mindset to have as a leader, so you can help your people learn and transform (16:12).
  • The process which senior leaders followed, to get deep insight into what was working in the transformation, what wasn’t, and the opportunities that existed (16:58).
  • The ‘minefield’ some of your people may feel they’re having to find their way through, when you’re in the midst of change, and how to help them (20:27).


Full transcript: https://bravatrak.com/andrew-sidwell-podcast 

Connect with Andrew on LinkedIn: https://www.linkedin.com/in/andrewsidwell8

Get the book by Paul Cobban (Chief Transformation Officer at DBS Bank), which Andrew highly recommends (Eat, Sleep, Innovate: How to Make Creativity an Everyday Habit Inside Your Organization), on Amazon: https://www.amazon.com/Eat-Sleep-Innovate-Creativity-Organization/dp/1633698378 

Follow me on LinkedIn: https://www.linkedin.com/in/stevensonblair 

Connect with me on Facebook: https://www.facebook.com/blair.stevenson.980