QStory and NatWest Improve Customer and Colleague Experience

In the final release of the series capturing NatWest’s QStory experience, Simon Separghan, Former Managing Director of Customer Experience & Contact at NatWest, discusses how the NatWest and QStory teams have worked together to improve both the customer and colleague experience.

When I think about QStory as an organization, they have been very flexible, incredibly agile, easy to work with, and have a product road map that is really aligned to getting the best out of this balance between customer and colleague experience.

They were really keen to understand our requirements, everything from taking time out to meet our teams to listen to the experiences of our colleagues, and then understand how that translated into customer experience for our actual customers.

And then working diligently with our technology teams, through a whole host of different challenges, whether that be from simple onboarding, to integrating with legacy and cloud-based solutions. We had a real flexible approach, and a can-do attitude.

Through the process of evaluation, through understanding their culture, and how they wanted to understand our culture, and what we wanted to achieve, we really saw a spark in engagement and the ability to work together.

Author: Guest Author