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Trusted Experiences

Trusted experiences

How Natwest builds customer trust through a centralized messaging strategy

Wednesday, October 20 - 7:00 AM to 7:15 AM PST

About the session

Customer communication in heavily regulated industries like financial services presents challenges. Message content can be highly sensitive, deliverability is a must, and high volumes of messages are sent daily. On top of this, marketing messages and transactional messages are often controlled by different teams, making it challenging to build a continuous relationship. Any gap in consistency, break in deliverability, or unwanted message can erode customer trust. Learn how Natwest’s approach to customer communication bridges the gap between transactional messages, marketing, and regulatory compliance to build long-term, trusted relationships with their customers.


Matthew Harwood

Matthew Harwood

Head of Messaging

Natwest Group