How NatWest Bank Personalizes the Customer Experience Using AWS

NatWest Group is one of the largest banks in the United Kingdom. Formally established in 1968, the company has origins dating back to 1727. NatWest Group seeks to use its rich legacy data to innovate and personalize its personal, business, and corporate banking and insurance services. Zackary Anderson, the chief data and analytics officer, discussed the company's use of machine learning and data analytics to engage and personalize messaging for its large customer base of 20 million customers. NatWest Group has successfully deployed nearly 100 machine learning models, using Amazon SageMaker, with the goal of having thousands in the next two years. The impact of its personalized messaging approach has been significant, including saving customers in poorer neighborhoods nearly half a million pounds in ATM fees within six months, reducing fraud, and enhancing overall customer wellbeing.