Isobel Crosse

Bringing 550 FTE’s in one department on a journey and keeping them in alignment with the ethos of your organisation is no easy task. That however, is exactly what Izzie was brought into Santander to do. As Santander doubled down and expanded their CS department to an unprecedented scale to support vulnerable customers during the cost-of-living crisis, they wanted to provide as seamless an experience as possible for their customers going through hardship. This meant mass amounts of upskilling, tech migrations and retraining needed to truly provide a frictionless experience for the customer, including dealing with one agent who could truly put their arms around them.  

Santander are over a year into the journey and are still progressing with creating multi-skilled employees who feel empowered to deal with any situation they encounter with a customer. Don’t miss this session to hear unparalleled insights on the results Izzie’s team have seen.

• Explore strategies to justify investing in proactive care for your most vulnerable customers to your senior leadership 
• Learn best practices on leading with a proactive rather than reactive strategy to servicing those customers who are most in need  
• Hear real and measurable metrics of success from organisations who have adopted strategies to protect their most vulnerable customers