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How TechXperts are boosting customers’ digital confidence

NatWest and Royal Bank of Scotland have introduced 1,200 TechXperts in branches across the UK. Hear from NatWest TechXpert Zac Hamoudi on how he’s helping customers enjoy the benefits of using online and mobile banking.

As our customers’ lives change, so does the way they choose to interact with us. One in five customers already exclusively uses digital channels for their everyday banking as they find it more convenient, and this number is only expected to rise.

In my role as a TechXpert, I help customers understand how our digital banking channels can benefit them. I do this by running community events and digital workshops, and having one-to-one meetings with customers. All of this helps customers learn more about using our online banking website and mobile banking app for their day-to-day banking needs.

It’s so important, particularly for our vulnerable and elderly customers, to have this support because they haven’t grown up around computers. Just working with people for 30-minute online lessons can have a positive impact. I meet with customers who are not fully confident with how to get the most out of their online banking, and it’s just about supporting them. We also have customers who find it difficult to visit a branch, and helping them get to grips with online banking really helps them in the long-run.

TechXperts are spread out across the country, and we’re one of the only banks on the high street offering this service. All branches have their own TechXpert but as I’m part of a TechXpert Task Force, I cover the whole of Cumbria. I work closely with the branches across this region, alongside other TechXperts and branch colleagues. My role is 100% digital focused - I also spend a lot of my time in the banking halls of the branches, being a point of call for customers and colleagues with digital queries.

I’ve worked for the bank for a while now, and the queries we get in the branch from our customers are completely different to just a few years ago. They’re asking about the mobile app updates or the web chat services, and I want to build their confidence to help them overcome any barriers.

More than four million NatWest customers already regularly use online banking and more than 3.5 million customers use the mobile banking app - banking is changing to support this growing trend for digital. The role of the branch is fast moving to a centre for advice, away from basic transactions – and I’m really proud to be able to help customers who aren’t so familiar with digital learn more so that they can complete these transactions at their comfort and convenience, by using online or mobile banking.

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