Santander Consumer Bank: Managing a New Kind of Customer Dialogue

WHEN: 12:50 PM     WHERE: Foyer


Speaker:

Marlene Tolstrup, Senior CRM Specialist at Santander Consumer Bank DK

Abstract

Historically, Santander Consumer Bank Denmark has focused 100 % on sales in both its mass communication and CRM activities. Recently, however, Santander shifted its focus to strengthen customer experience. And as part of its aggressive growth strategy, Santander is using Agillic as a key tool to orchestrate a new kind of customer dialogue. This case will present insights into the preliminary results of various initiatives and the challenges encountered with customer experience, and it will unveil Santander’s strategy going forward.