The digital transformation journey: Santander UK (PRT303)
summary
Santander moves legacy contact centers onto AWS and Salesforce, standing up an Amazon Connect + Service Cloud Voice pilot for 100 live agents in five months using just 20 engineers (two squads of 10), then planning migration of 13,000 colleagues. Architecture pairs Salesforce CDP/Genie zero‑copy access with AWS (SageMaker jumpstarts for credit scoring, Textract, EventBridge, Chime), and uses Salesforce Private Connect for bidirectional secure links so sensitive data never traverses the public internet. Results: faster deployment, real‑time transcription/sentiment, and actionable next‑best‑action.
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chapters (13)
- 0:00Introduction to Santander UK
- 1:45Banking in a changing world
- 4:43Challenges of legacy systems
- 8:11AWS and Salesforce partnership
- 10:47Core integration use cases
- 14:42Contact center transformation
- 19:12Lessons in transformation
- 21:46Driving business value
- 23:35Features of integrated voice
- 27:37Data strategy and roadmap
- 30:57Security and private connect
- 35:38Intelligent decisioning
- 41:20Future vision and conclusion
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