Simon Separghan is Head of Customer Contact for RBS and is
responsible for the strategy, execution and delivery of Customer experience
across a multi brand portfolio of RBS, Ulster Bank and NatWest. From high
volume traditional Voice through to Social Media and the growing omni channel
capability, Simon leads a team helping thousands of Colleagues make a
difference by building emotional engagement in a digitally savvy world through
cultural, proposition and performance transformation Prior to this Simon was at
Barclays as MD, Global Contact and Digital Channels and Global Contact
Transformation Director where Simon transformed the virtual capability and
re-engineered the operating and process models to create a competitive
advantage, developing Messaging and Biometrics capabilities and launching
Europe’s first On-Demand Video Banking. Having worked with some of the worlds
most recognised brands, Simon has been relentless around creating a culture of
care and ownership in organisations globally; recognising that in the moment,
empathy, knowledge and disruptive technology is key to driving the best
customer experience. This culture has reaped real rewards; as NPS has grown by
over 50 points and colleague engagement has risen by 15% globally.
Check out the incredible speaker line-up to see who will be joining Simon.
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