Citizens Financial Group Digital Butler: Exceeding Client Expectations

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19 March 2024

Winner of the 2024 Celent Model Bank Award for Commercial Customer Engagement


Super-regional banks in the US face a unique, competitive environment. They compete not only with the largest global money center banks but also with community banks, non-bank finance companies, fintech, and big tech. But with targeted innovation budgets and experienced resources, these banks are ready to take on any challenge.

In 2020, Citizens Financial Group won a Model Bank Award for Commercial Banking Transformation for its multiyear program to enhance the Commercial Banking client experience. Fast-forward to 2024, and we congratulate Citizens for launching another innovative solution that demonstrates the importance of balancing high tech with high touch to radically change the commercial client experience, Citizens Digital Butler™.

Citizens Digital Butler™ is a comprehensive solution that revolutionizes how clients self-serve and resolve their product onboarding and servicing needs. Unlike most banks that offer separate platforms for onboarding and servicing, Digital Butler offers a single platform that provides easy access to information and efficient issue resolution. Digital Butler consolidates product onboarding and servicing into a single solution, while offering a new and innovative interaction channel through digital chat capabilities. This allows clients to engage directly with their dedicated Deal Team, including Commercial Priority Services agents and, in the future, their Relationship Managers and Implementation specialists.

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