‘We want to make banking a delight for customers’

Seth Adler
Posted: 11/21/2017

In this week’s podcast interview, the Head of Customer and Digital Experience, APAC & EMEA for Citi discusses their focus on becoming a customer-led organisation

EPISODE OVERVIEW:

This week, CX Network podcast theatre host Seth Adler is joined by the Head of Customer and Digital Experience, APAC & EMEA for Citi, Niamh Byrne. Her focus is on building a customer-centric, mobile-first culture across the organisation, ensuring that their customers are at the heart of everything they do. This, with the aim of delivering stellar omni-channel experiences that are consistent, compelling and truly represent the voice of the customer.

Byrne discusses covering 17 countries in Asia and Europe. She notes that she’ll often talk to New York HQ in the morning and perhaps at night – and everyone else in between. She is driven by a renewed focus on customer experience through being a more customer-focused and customer-led organisation, with the aim of making banking a delight for their customers.

To make this happen Byrne has restructured the team, managing the experience within the digital channels whether it’s mobile, social or on Citi online. And she is interested in innovation as she and the team have just launched a chatbot which is the first banking bot of its type in the APAC region.

LISTEN NOW:

Seth Adler
Posted: 11/21/2017