William Agnew, the product owner and experience lead for video banking at NatWest, details how video can be used to improve customer experience in a post-pandemic world.
The “right here right now” service by NatWest offers customers an alternate way of interacting with their bank. The On Demand service replicates walking into a branch and speaking to a member of staff but in an online video capacity.
William also explains how the service works with reference to both the customer and staff experience. In addition, he discusses how future innovations can make the system work smoother.
