NatWest Group is using technology from Adobe to gain a single view of customer interactions.

Across several Adobe platforms, the bank said it will gain insight about its 19 million banking customers across branches and digital channels – including its website, mobile app, and chatbot.

NatWest added that the move, which expands the bank’s existing partnership with Adobe, will help it deliver personalised experiences.

The technology aims to help the bank analyse behaviours, needs, and interests of customers in real-time.

“This is another exciting step in our journey to become a data-driven bank, recognising the strength of our ambition and our data capabilities,” said Zachery Anderson, chief data & analytics officer at NatWest Group. “Our customers lead increasingly digital lives and their expectations are changing fast so we need to move at the same pace.

“As a relationship bank for a digital world, this collaboration means we can better understand our customers and support them more effectively throughout their lives - whether it’s helping to buy a house, saving for the future, or setting up and growing a business.”

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