Chris Forrest
Barclays UK
Head of SME UK
High street banks face challenges in competing with challenger banks when it comes to customer experience. Chris Forrest, Head of SME at Barclays in the United Kingdom, explains how they are working to change that. Since SME owners value their relationship manager and the connection they have with the bank, Barclays developed a CRM initiative that pushes insights to facilitate conversations with customers, making relationship managers more efficient. Additionally, they offer a wide range of services to SME customers through an ecosystem of partners.
