Case Study: Santander UK achieves a unified, compliant social customer experience and millions of engagements with Sprinklr

Santander UK Anchors the Customer Experience in Social Media

Santander UK is a London-based bank of 20,000 employees serving about 14 million customers with a mission to make banking simple, personal, and fair. CMO Keith Moor set out to anchor the customer experience in social media, but the team faced major hurdles: scaling engagement across channels, gaining senior buy-in, and meeting strict financial services compliance while managing thousands of interactions.

Santander built a dedicated social team, hired Andy Freeman to lead it, and selected Sprinklr to provide a unified, compliant platform and customer view. That approach broke down silos between marketing, customer care and compliance, enabled personalized, timely content, and drove measurable impact—reaching 100 million people, generating 1.5 million engagements, handling roughly 3,000 inbound messages per week, and creating a company-wide focus on the customer.

Santander UK

Chris Parker

Senior Social Media Manager