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Customer Experience and Design

Citi’s Digital And Cultural Transformation

Michael Porter, a colleague of mine, is live-blogging at this week’s Forrester CXNYC event, a conference for customer experience leaders, innovators, and practitioners.

I wanted to share a session he sat through in which John Dalton, an analyst at Forrester, interviewed Alice Milligan, the chief customer and digital experience officer of Citi Cards at Citi. The discussion revolved around the digital transformation that Citi went through (frankly, it never ends!) in order to meet today’s customer expectations. Alice also shared how a shift in Citi’s company culture was an integral part of their digital transformation.

Learn more about Citi’s digital and cultural transformation here.

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