AI case study

NatWest GroupCustomer engagement automation

Campaigns took 60 days of manual handoffs. Agentic AI now automates the workflow, launching contextual triggers in one day.

Published|7 months ago

Key results

Customer Lifetime Value
2x
Process Cycle Time
1 day
vs 60+ days
Net Promoter Score
3x

Result highlights

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The story

Context

A leading UK financial institution serving 18 million customers with a digital foundation capable of providing a 360-degree view of client data.

Challenge

Launching a simple customer campaign took 60 to 100 days due to a complex web of data platforms and manual handoffs. Staff struggled with hundreds of...

Solution
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Quotes

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The company

NatWest Group logo

NatWest Group

natwestgroup.com

Retail, commercial, and private banking services for customers in the UK and Ireland.

IndustryFinancial Services
LocationEdinburgh, SCT, UK
Founded1968

The implementation partner

Bain & Company logo

Bain & Company

bain.com
IndustryFinancial Services
LocationBoston, MA, USA
Employees10K-50K
Founded1973

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