#CustomerExperience #DigitalTransformation #CitizensFinancialGroup

Why does a major financial services organization view customer experience as central to its digital transformation? In this episode, Beth Johnson, the Chief Experience Officer of Citizens Financial Group, explains how they build brand loyalty by using technology and data to understand and meet customer expectations.

We discuss these topics:
-- About the Chief Experience Officer role at Citizens Financial Group
-- What is customer experience?
-- CX strategy and creating a positive customer experience
-- Customer experience and digital transformation initiatives
-- Foundations of customer experience strategy at Citizens
-- How to improve phone-based customer service?
-- Customer experience and the metaverse
-- Trust is the foundation of customer experience
-- How do you measure customer experience?
-- What are the challenges of digital transformation?
-- How do digital transformation strategy and customer experience come together?
-- Role of data in customer experience and digital transformation
-- How to use personalization to create offers to which customers will respond?
-- How to make customer experience and digital transformation efforts successful?

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Read the complete transcript: https://www.cxotalk.com/episode/customer-experience-digital-transformation

Beth Johnson is Chief Experience Officer (CXO) of Citizens Financial Group, Inc. Johnson leads an organization focused on improving customer experience by advancing the bank’s overall capabilities in customer analytics and digital. Specific areas of responsibility include digital experience design, enterprise customer analytics, customer experience, organizational transformation, brand and advertising, communications, and payment strategy. She joined Citizens in October 2013 as head of Corporate Strategy.