Obstacles

Innovation had a strong foundation but weak execution pathways. Despite a skilled CX team, NatWest couldn’t dynamically adapt their resources and they lacked the flexibility to expand quickly for critical projects as scaling resources was a persistent challenge. Process gaps and stakeholder hesitations created roadblocks, hindering the rapid innovation their customers required. NatWest’s team had the know-how but needed an agile way to scale up or down to meet evolving demands.

Actions

We partnered with NatWest to transform challenges into opportunities. NuForm began by filling critical resource gaps. Starting with scalable resource support, we offered a blend of expertise in UX, service design, and content creation, delivering top-tier talent faster and more cost-effectively than traditional hiring. As trust grew, so did our impact. We helped define strategies, build a central playbook, and seamlessly integrated with NatWest’s team to deliver impactful service layer improvements.

Results

What began as resource support became strategic collaboration. We helped Natwest to create market competitive advantage by enhancing customer services and providing an upskilled internal team enabled NatWest to handle challenges with greater confidence. With a flexible approach to scaling and improved methodologies, they were better equipped to innovate and respond to market demands.