Josie Clapham, Director of Santander UK’s Financial Support Centre of Excellence, joins Dafydd Hobbs, Client Partner, Financial Services at Gobeyond Partners, and others to discuss how financial services organisations can enhance the customer experience of those with money worries. 

In this episode, Josie describes how Santander have transformed their financial support proposition to provide financial care to those in need, including developing  their channel strategy, bringing empathy into their communications and investing in the development of colleagues to equip them to support their customers.