All Sessions | Digitization of Retail Banking


2:00 - 2:45 Frank AloiRenee PezziKelly Dakin


Driving Customer Experience in the Digital Channel


Frank Aloi
President and CEO, ath Power Consulting

Renee Pezzi
SVP, Customer Experience, Citizens Bank

Kelly Dakin
SVP & Director of Mobile Banking, Citizens Financial Group


Session Description

Frank Aloi will lead a targeted session that will provide insight into how your Customer Experience teams can be structured to deliver partnership and influence across business lines, breaking down the often difficult barrier between the customer insight and execution.  We will discuss how understanding of the Voice of the Customer, analysis and review of targeted areas of opportunity drives insights into action.  Citizens Bank’s Head of Digital along with the institution’s Head of Customer Experience will share examples of how their team has taken the insights provided, validated them against their mobile analytics tools and created a process for change and improvement.


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