Closing the Digital Divide: How Citizens Bank Turned Customer Experience Into Its Biggest Asset
In the age of social media and on-demand everything, customer expectations have fundamentally changed.
Consumers expect timely, personalized service ... and it needs to be easy. But all the time, energy and investment spent on channels like portals, email and apps have left many banks too narrowly focused and missing opportunities to connect with customers in more meaningful ways. As value and loyalty are forged from everyday transactions, banks must find new ways to win in these mobile moments and close the gaps in their digital delivery.
During this webinar, hear from 2016 Celent Model Bank Winner Citizens Bank who partnered with Relay Network to embrace a new model of communications and digitally connected with 88% of its customers, ultimately establishing a foundation for lifelong customer relationships. Celent’s SVP of Banking Dan Latimore, Citizens Bank, and Relay Network will discuss the value of closing the digital divide within banking and share concrete answers to how you can deepen relationships through immediate, contextual, and value-added interactions from day one.