NatWest: Empowering 24/7 customer engagement with Twilio (Location: King Vault)

Serving 19 million banking customers across the U.K. is not an easy undertaking. Yet NatWest sought to be the top UK bank for customer service by placing their customers at the heart of everything they do. Learn how NatWest embarked on a digital transformation journey to better serve its customers by addressing outdated legacy systems and improving its customer-centric approach. Their strategy encompassed centralising customer communication and modernizing internal tools, focusing on three core pillars: unified digital communication, scalable messaging through modern channels, and message optimisation using customer insights. Find out how Natwest has enabled continuous innovation, and is well-prepared for the future, delivering exceptional customer engagement.

Matthew Harwood - NatWest
Alice Woodhead - NatWest