It used to be up to the customer: prove who you are, explain what you need, hope for the best. NatWest flipped that.
With Amazon Connect Customer, NatWest reimagined their customer experience, building a system that identifies who’s calling, surfaces their immediate need, and presents it all to an agent in seconds. The result: 96% first-minute contact, fewer transfers, and the ability to spot vulnerable customers before they fall through the cracks.
But the real story isn’t the technology. It’s the colleague who noticed a customer had abandoned the queue five times — and called her back. It’s the customer who rang on Christmas Day because they needed a human voice. Connect Customer unlocks the magic of your people in the moments that truly matter.
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