RBS Group changes its name

I doubt you missed this one but, as of 22nd July, RBS Group Plc officially changed its name to NatWest Group plc. With NatWest accounting for 80% of the group’s customer base, it’s a practical move that makes sense.

Survey reveals how FS businesses plan to adapt their customer engagement strategies

According to a recent survey by our pals at Twilio, the vast majority of Financial Services said transforming their digital communications is very or extremely critical to address the business challenges of COVID-19. Furthermore, 54% of FS respondents chose Live Chat as the new channel they adopted due to the pandemic. The report is full of insightful gems and certainly worth a look.

Happier employees = happier customers

This actually came up recently in a Zoom chat I was part of. If this pandemic teaches businesses to be more ‘employee-focused’ then maybe it will naturally make them more ‘customer-focused’ too? Bloomfire’s Jordan Slabaugh looks at how businesses can empower employees to deliver exceptional customer experiences.

Now is the time for software to make real change in call centres

Unsurprisingly, voice volumes are skyrocketing (FS businesses have increased their use of voice by 39%). Gridspace CEO, Evan Macmillan, takes a closer look at this rise and how “we don’t need software to disrupt customer experiences. Software is our best hope to stabilize them.”

It’s all about partnerships

In an article for the Brazilian Chamber Of Commerce in Great Britain, friend of mine Fernanda Rachel Zago from WePayout, looks into the importance of partnerships for banks that want to adapt to change successfully. Head to page 7 for the article.

Mat Paixao

Commercial Director