Technology and Proximity at Santander

Discover how Santander UK, a pioneer in implementing advanced technologies, has led a successful digital transformation to enhance their customers' experience.

In this interview, Jesús Villanueva, Head of Decisioning and Engagement Platforms at Santander UK, shares how they have implemented the Pega Customer Decision Hub solution, achieving effective real-time personalization across all channels, which has significantly improved customer satisfaction and their NPS.

With an approach that combines the power of generative artificial intelligence (GenAI) with human touch, this institution demonstrates how customer feedback can become a continuous engine for improvement and innovation.

An inspiring testimony for any organization seeking to redefine their engagement strategy.