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How Citibank Is Driving CX

How Citibank Is Driving CX

Head of Customer & Digital Experience, APAC & EMEA for Citi, Niamh Byrne joins us from Customer Experience Management Summit Asia where she 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. Niamh is driven by a renewed focus on customer experience through being a more customer focused and customer led organization. That’s the primary order of business. She’s restructured the team managing the experience within the digital channels whether it’s mobile, social or on Citi online. And Niamh is interested in innovating as she and the team have just launched a chatbot which is the first banking bot of it’s type in the APAC region.