AI GUIDE FOR BOARDS IN SINGAPORE
Section I: The Board Mandate
For example:
AI is also a topline growth driver, Scaling Expertise and Customer Value , particularly in sectors dependent on knowledge skills, advisory services and customer engagement. AI can help organisations scale expertise, accelerate onboarding, improve decision- making and enhance customer personalisation.
• Net productivity improvements may be more meaningful that hours saved. • Service quality may matter more than headcount reduction. • Customer outcomes may provide stronger indicators of long-term value creation than short-term e ciency metrics.
Scaling Expertise and Customer Value
Example: OCBC Wealth Management
OCBC introduced a generative AI training programme for 900 wealth advisers that simulated real-time client scenarios and coaching interactions.
Reported bene ts included: • Performance gains: Advisers who completed the training doubled their weekly client appointments within the rst three months. • Increased client engagement: Clients reported more personalised engagement. • Revenue impact: Participants recorded a 50 per cent increase in revenue compared to the previous three months.
Example: CapitaLand Investment
CapitaLand Investment implemented a uni ed, data platform and integrated AI service to consolidate disparate data warehouses and accelerate AI adoption across its global business units. Reported bene ts included: • Cost savings: Shi ing from on-premises data warehouses to a centralised cloud data platform saved more than S$1 million in operational costs. • Operational e ciency: Automated processes and internal AI chatbots improved team e ciency, saving more than 10,000 man-days per year. • Accelerated customer rewards: Leveraging AI and optical character recognition reduced CapitaStar receipt processing times from 3–7 days down to mere seconds. • Global data democratisation: Enabled real-time, 24/7 centralised data access for more than 4,000 internal users spread across 40 countries. • Enhanced customer experience: Launched “Cubby”, an AI-powered hospitality travel buddy for its lodging business ( e Ascott Limited), giving guests real-time, tailored travel insights and itinerary planning.
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