Cxotalk: Leadership, Innovation, Disruption

#CustomerExperience #DigitalTransformation #CitizensFinancialGroupWhy 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