RBS: Mega scale digital transformation across global contact centres

In this keynote case study delivered at CCW Europe 2021, Simon Separghan, Head of Customer Contact at RBS shares his leading insights on how the team were able to drive a mega scale digital transformation across their global contact centres.

79% of companies admitted that the pandemic increased their budget for digital transformation and RBS is no different as the clear need to innovate during these critical times is reflected in this presentation. Simon's keynote presentation offers an exclusive look into this industry giant's approach to revolutionising their customer contact through digital transformation.

These actionable insights provide a toolkit to tackling the challenges of a digital transformation and how to maximise the benefits for your customer contact and experience strategies. 

This engaging case study covers critical topics including:

• Design and implement a strategic digital customer experience model
• Implement game changing programmes across system, data, process/business reengineering, customer satisfaction and tool sets
• Transformation is not a one-step journey: Recreating the entire suite of hiring/coaching capabilities, cultural, organisational behavioural to move up the digital maturity level
• Solidifying vendor management for consistency, scale and pave the way for the next steps in transformation
• The role of technology and culture in digital transformation

Watch the full presentation from CCW Europe 2021 below to hear these insights from Simon Separghan at RBS.