S1:E21 - Citizens Bank's Beth Johnson: How the Bank is Using Digital to Improve the Customer Experience

In this episode, I’m speaking with Beth Johnson, chief experience officer (CXO) of Citizens Bank, a $223B regional bank headquartered in Rhode Island, about how they are leveraging digital transformation as their go-to-market strategy. Digital technologies provide the backbone of how they interact with customers across 14 states.

On they back end, like most banks, they are leaning heavily on digital technologies to become more efficient and responsive to an always-on customer base. In one instance, they took a home equity line process that took 40 days down to just seven.

And, of course, they are looking at how they can use GenAI to better understand and service their customers.

Resource links:
Beth's LinkedIn page: https://www.linkedin.com/in/beth-s-johnson/
Company website: https://www.citizensbank.com/homepage.aspx

Link to Allen’s website: https://www.techcopy.net

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