Citizens Bank on CX in a Post-COVID-19 World
With more than 1,000 branches in 11 states, Citizens Bank, the 17th largest bank in the U.S., has paid particular attention to the changes in branch activity—both pre- and post-COVID-19—pivoting to more data-driven digital offerings.
Citizens’ Chief Experience Officer Beth Johnson believes it’s important that banks provide customer experiences similar to those of Uber, Netflix and Amazon. According to Johnson:
“The customers of the future are shaping their banking expectations through other experiences in their lives.”
The coronavirus crisis will spell opportunity for banks that take digital experience and customer engagement to the next level. What will the ramifications of these behavioral changes be for your operation, post-COVID-19?