Webinar — Pre-recorded — September 29th 2020 - 11AM BST - 12PM CEST

How a Top Bank Improved Customer Experience Through Digital Transformation

As competition from BigTech enters the financial services market, banks are struggling to deliver added value to their customers.

When the Technology & Operations Department, at one of the top banks in the world, set out to improve customer experience, decrease time to market, and reduce technology costs, they knew they had to transform the business.

Discover how they modernised their legacy systems to use data in new and innovative ways that deliver value to the customer and discover lessons learned about:

  • Challenges with competition, regulation, and customer satisfaction
  • Common obstacles to success
  • The realities of culture and technology change

Presented by

Norman Wren, Financial Services Consultant; Former Director of Technology and Operations, Santander

Norman Wren, Financial Services Consultant; Former Director of Technology and Operations, Santander

Norman was until recently a senior Financial Services Executive with over 20 years’ experience operating at board level, in complex and challenging regulated organisations. He has a wealth of experience in leading transformational change, Retail Banking and Insurance, Finance, Risk and Cost Management. Most recently he was Director Of Technology and Operations responsible for the delivery of a digital transformation program for a major UK Retail Bank. He currently works as an independent consultant, acts as a strategic advisor to a technology company and is Chair of a Mental Health Charity. He has worked for a number of Financial Services companies in Europe, including Santander, AXA and Barclays as well as working as a consultant in Financial Services with Andersen Consulting.

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