We have limited Spanish content available. View Spanish content.

Video

Beyond the Branch: Customer Journeys in Banking

Les Matheson of Royal Bank of Scotland outlines radical internal changes that helped the company better serve customers in a digital world.

Video

Beyond the Branch: Customer Journeys in Banking
en

Digital adoption isn’t always easy for banking customers—even Royal Bank of Scotland CEO Les Matheson had to help his mother transition to mobile banking after her local branch closed. To create simpler and more intuitive digital experiences, Les shares how the bank shifted its operating model from products to the customer journey.

Related

Breaking the Bank: RBS Remakes Retail Operations Around Customer Loyalty

After nearly going bust, the bank has regained stability and growth by following the customer lodestar.

Tags

Ready to talk?

We work with ambitious leaders who want to define the future, not hide from it. Together, we achieve extraordinary outcomes.