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How Is OakNorth Blending Tech and Human Expertise? | OakNorth’s Senior Director of Marketing Hugo Oliveira Sousa
Hugo Oliveira Sousa, Senior Director of Marketing at OakNorth Bank, shares how the bank supports mid-sized businesses, typically those making over £1 million. He points out that these newer business owners want fast, digital services but still appreciate having human help when it counts.
Hugo notes that while tech can speed things up, it can’t completely replace the need for personal understanding, especially in tricky situations. OakNorth aims to provide both a smooth digital experience and access to real people, making sure customers get quick service without losing that personal touch.
He likens it to using a ride-hailing app: the app gets you a ride fast, but it’s the driver who makes it a good experience. In banking, especially for big transactions or complex needs, tech alone won’t cut it. A chatbot can’t help with a blocked £1 million payment like a real person who understands the customer’s business can.
This mix of tech and human support is key to how OakNorth handles its business banking and lending services.
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