As NatWest grappled with its “technical glitch” millions of its personal and commercial customers faced uncertainty and inconvenience. Jonathan Hemus was asked to comment on NatWest’s struggles from a crisis management perspective.
“NatWest now needs to show that it cares about what happened. While banks can’t always be 100% sure about what’s going on, they need to demonstrate they’re on top of things and acting in an organised way.”
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