The Shorty Awards honor the best of social media and digital. View this season's finalists!
From the 5th Annual Shorty Social Good Awards

DBS VirtualX (Virtual Tellers)

Entered in Financial Services


As part of DBS' digital transformation journey, we seek to avail more banking services online, and are now reimagining how and for whom our physical branches can add value. COVID-19 has also fundamentally altered the way we lead our lives – how we work, travel, learn, bank— hence we wanted to seize the opportunity to up our game in digital disruption and to future-proof our business. VirtualX represents our vision to deliver innovative, face-to-face and borderless Phygital Banking at scale.

Our goals:

Strategy and Execution

Our strategy:

Our mindset:


Key metrics:


Virtual Tellers serviced customers across a broad range of services:

Preliminary results suggest that customers at the branch were receptive to Virtual Tellers and video capabilities enhanced overall experience:

When assisting customers with self-service banking, Virtual Tellers were successful for 65% of arrivals:

Employee experience was overall positive and Virtual Tellers appreciated the extensive support provided for new knowledge and re-skilling.


Video for DBS VirtualX (Virtual Tellers)

Entrant Company / Organization Name

DBS Bank


Entry Credits