Title

AWS re:Invent 2022 - The digital transformation journey: Santander UK (PRT303)

Summary

Santander UK is a major retail bank in the UK, part of Grupo Santander, and has faced significant challenges due to COVID-19 and the shift to digital banking.
The bank has a legacy of pre-digital technology but is focused on operational resilience, security, and meeting customer needs across various channels.
Santander UK is leveraging AWS and Salesforce to improve their IT infrastructure, focusing on integration and operational efficiency.
The partnership between AWS and Salesforce has led to the development of Service Cloud Voice and Amazon Connect, which has improved the contact center experience for Santander.
The bank has seen benefits from the pilot program, including rapid deployment, reduced team size for implementation, and positive feedback from agents and customers.
Future plans include mass migration to the new contact center platform, data integration for richer customer insights, and leveraging AWS for credit scoring and fraud detection.
Security is a top priority, with Salesforce Private Connect providing a secure, private connection between Salesforce and AWS data centers.
Santander UK is also interested in Salesforce Genie for real-time customer data harmonization and is working on a Snowflake implementation.

Santander UK's digital transformation is a response to the evolving banking sector, where operational resilience and security are critical, and customer engagement is increasingly digital.
The collaboration between AWS and Salesforce has resulted in a seamless integration of their services, which has allowed Santander to rapidly innovate and improve their customer service capabilities.
The bank's approach to technology is to leverage pre-integrated, feature-rich platforms that meet their contradictory requirements of being resilient, secure, fast, cost-effective, and innovative.
The pilot program's success with Service Cloud Voice and Amazon Connect indicates that Santander's investment in these technologies is paying off, with agents and customers responding positively to the new system.
Santander's focus on security is evident in their adoption of Salesforce Private Connect, which ensures that sensitive data never traverses the public internet.
The bank's future roadmap includes not only technology upgrades but also a focus on data integration and analytics to enhance customer service and decision-making processes.
Santander's interest in Salesforce Genie and Snowflake demonstrates their commitment to staying at the forefront of data management and customer relationship technologies.