Serving more than 19 million customers, NatWest set out to modernize its customer service experience and meet rising expectations for faster, more intuitive support. Partnering with AWS, the bank migrated its entire telephony estate to Amazon Connect—dramatically accelerating its ability to build and launch new, digital-first service journeys.

In just three weeks, NatWest introduced 13 new self-serve experiences, enabling customers to resolve queries more efficiently while freeing agents to focus on complex, high-value interactions. With Amazon Connect delivering real-time insights and data-driven coaching, the bank has boosted sentiment scores by up to 22%.

Amazon Q is also transforming the front line, giving agents instant access to context-aware knowledge assistance. This empowers them to deliver clearer, more accurate guidance at speed—ensuring customers get better support in the moments that matter most.

Key points covered:

• How NatWest built 13 new self-serve journeys in weeks using Amazon Connect

• The impact of real-time insights and data-led coaching on customer sentiment

• How Amazon Q enhances agent productivity through real-time knowledge assistance

• The transformation of customer experience across a 19-million-customer bank