Closing the Digital Divide: How Citizens Bank Turned Customer Experience Into Its Biggest Asset

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Oct 04, 2016, 12:00 ET

PHILADELPHIA, Oct. 4, 2016 /PRNewswire/ --

Who: Mary K. Fiorille, head of consumer unsecured lending business at Citizens Bank; Dan Latimore, senior vice president of banking at Celent; Matt Gillin, CEO of Relay Network

What: Ever wanted to eavesdrop on a conversation amongst an analyst, a financial executive, and a technologist as they discuss the customer experience problems banks face today? This is your chance!

In this webinar, Citizens Bank (a 2016 Celent Model Bank Winner) and Celent will discuss how the former used Relay Network to create a digital platform that resulted in a 1:1 bi-lateral connection with 88% of its customer base. Not only did this enable Citizens to address minor customer queries faster, it also helped foster lifelong brand customer loyalty and trust with its users because their bank was now more accessible to them than it had ever been. Specifics to be discussed include:

The challenges that led Citizens Bank to seek out a better way to engage its customers
How it leveraged its existing onboarding process to establish a new way to connect and communicate with customers
Its strategy for turning student loan applicants into loyal, lifetime customers and the results to date

When: Tuesday, October 18, 2016; 11:00-11:45 a.m. EST

Why: By 2020, Gen-Xers and millennials will hold half of the world's investable assets, and already, a third of millennials say they won't need a bank. In light of this future, it becomes even more important that financial institutions form deep, trusted bonds with the people who will be the majority of their customer base in a few years. Instead of shuttling between social platforms, apps, and online chats, and losing out on the opportunity to form meaningful relationships, banks (and others) should invest in technology which will help them engender brand loyalty cohesively.

Who Should Attend: Digital transformation executives; banking professionals; CIOs and VPs of IT at financial institutions

Registration Link: Click Here

About Relay Network:
Relay Network brings businesses and customers together on a private, secure communications network that enables more digital interactions by easily connecting customers to personalized information and support. Its connected service model establishes a direct, one-to-one connection with each user, eliminating the friction that gets in the way of great customer experiences. Companies such as Independence Blue Cross and Citizens Bank use Relay Network to connect with users and deliver information that is always relevant and personal, so they can create incredible customer experiences that last a lifetime. For more information, visit www.relaynetwork.com.

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