How NatWest Centralised and Enriched Customer Communications

Organisational siloes across large enterprises can potentially create massive friction when it comes to communicating with customers. But just where do business leaders need to start when looking to build the central view of customers that is required to craft messaging in real-time, drive seamless experiences that ignite engagement, and empower front line staff to act decisively when complaints arise?

In this episode, we hear from Matthew Harwood, Head of Customer Messaging at NatWest, who reveals all on how he approached this challenge at the banking giant.

We dive into:

• The general evolution of customer messaging over the last decade
• Tips and best practices around consolidating disconnected solutions
• The systems he’s put in place to prevent fraudulent messaging infiltrating his organisation
• How he factors regulatory compliance into his messaging equation at scale
• The extent to which AI is playing a part in his transformation efforts
• What’s coming next from NatWest in terms of customer experiences

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