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NatWest knows the value of great internal communication. With a large, distributed workforce and a stated value, “We start with customer”, sitting at the heart of their Growing Together plan, the ability to bring people with you – through events and storytelling – is central to everything they’re doing right now.
The question they wanted help to answer: How do you build customer storytelling into the fabric of how live experiences are planned and delivered, so it becomes a habit rather than an occasional highlight?
We designed and delivered a session for NatWest's events and communications community, including professional event planners and Corporate Comms teams, right through to Executive Assistants.
In an interactive, virtual classroom format, we explored the most common challenges that get in the way of great customer storytelling in large organisations — from planning assumptions to proximity to sourcing — and gave participants practical tools and diagnostic questions to work with immediately.
Drawing on best practice from journalism and PR, we showed what makes a story worth telling and how news and narrative principles translate directly into event design. We also introduced our story system – a framework that distinguishes between Strategy stories, Possibility stories and Progress stories, highlighting how each one accelerates change in a different way.
The session was built to be immediately applicable. After just 45 minutes, participants left with frameworks they could use in their next planning cycle, as well as practical ideas and creative inspiration to help them bring customer stories to life in the experiences they design.
“Thank you so much to Matt and the Two Degrees Below team for the fantastic session. We loved working with you on this. We got fresh perspectives and new ideas – a great balance of thought provocation, tangible, practical tips and case studies. Feeling inspired as we go into our next event planning phase!” — Helen Fullerton, Events Lead, NatWest Group
