Closing the Digital Divide - How Citizens Turned Customer Experience Into Its Biggest Weapon

Sep 29, 2016

There’s no denying that customer expectations have shifted drastically in the age of social media and our on-demand culture. This holds true in nearly every industry, especially in financial services as more and more banking customers expect timely, easy, and personalized service. Yet all too often we talk to banks that say they are falling short of meeting these expectations. All the time, energy, and investment put towards portals, email, or apps have most missing out on a critical (and profitable) opportunity to connect with customers in more meaningful ways.

Citizens Bank took a different approach to closing the digital divide. The Citizens Bank Wire® by Relay was created as a secure, private messaging space where customers could ask questions, receive important communication, and take actions – all in one personalized, ongoing stream. By leveraging technology and current onboarding flows to connect directly with consumers, Citizens Bank deepened the customer relationship through immediate, contextual, and value added interactions. Launched in just 30 days, the solution allowed Citizens to open a new line of mobile communication with 88% of its customers, resulting in $136M in incremental revenue and ultimately winning it the prestigious 2016 Model Bank for Excellence in Digital Transformation.

In this 45-minute webinar, you’ll hear from Mary K. Fiorille at Citizens Bank on the challenges that lead it to seek out a better way to engage its loan applicants. You’ll hear how it leveraged its existing onboarding process to establish a new way to connect and communicate with applicants to increase loan pull through rates. Dan Latimore, Senior VP of Banking at Celent and Relay CEO and Co-Founder Matt Gillin will offer their insights on the need for retail banks to think differently about customer communications in order to close the digital divide in today’s market.

Watch the full webinar here.