In today’s fast-paced world, customers expect quick, seamless services and transactions . This expectation is no different for the banking sector, with a recent report revealing that 44% of retail bank customers do not receive a personal service from their bank. NatWest has been rapidly innovating its customer engagement platforms. As one of the UK’s largest financial services institutions, it serves over 16 million customers, with a core purpose to champion the potential of people , families, and businesses. As Wendy Redshaw, Chief Digital Information Officer, Retail Bank at NatWest Group, explains: “At NatWest we are responding to the needs of all of our customers in building a relationship bank in a digital world.” Streamlining legacy systems into a one-touch service On average, NatWest’s 14,000 frontline colleagues respond to 50 million customer interactions per year. An interaction is when a customer interacts directly with a NatWest colleague, whether in the branch or on the phone, covering everything from checking account balances to discussing mortgages. “Like all big, incumbent banks, NatWest has a vast array of legacy applications and tools,” explains Kai Grunwald, Transformation Portfolio Lead, Retail Bank at NatWest Group. “To answer a single customer enquiry requires multiple screens […]
K&X Design and Investment Technology, LLC
Invest The Invisible Impact
K&X Design and Investment Technology, LLC
Invest The Invisible Impact
