Closing the Digital Divide:

How Citizens Bank Turned Customer
Experience Into Its Biggest Asset

Tuesday, October 18 11:00-11:45 EST


In the age of social media and on-demand everything, customer expectations have fundamentally changed.

Consumers expect timely, personalized service...and it needs to be easy. But all the time, energy and investment spent on channels like portals, email and apps have left many banks too narrowly focused and missing opportunities to connect with customers in more meaningful ways. As value and loyalty are forged from everyday transactions, banks must find new ways to win in these mobile moments and close the gaps in their digital delivery.

During this webinar, hear from 2016 Celent Model Bank Winner Citizens Bank who partnered with Relay Network to embrace a new model of communications and digitally connected with 88% of its customers, ultimately establishing a foundation for lifelong customer relationships. Celent’s SVP of Banking Dan Latimore, Citizens Bank, and Relay Network will discuss the value of closing the digital divide within banking and share concrete answers to how you can deepen relationships through immediate, contextual, and value-added interactions from day one.

You’ll learn

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.



Dan Latimore

Senior Vice President of Banking

Mary K. Fiorille

Head of Consumer Unsecured Lending Business

Matt Gillin

CEO and Co-founder

Register now