Organizations that embrace customer centricity open the door to a win-win scenario.
Their customer-first mentality yields great experiences for customers, which in turn yields increases in satisfaction, loyalty and revenue.
It also prompts them to identify -- and remedy -- sources of inefficiency and friction that are costly for the business and unappealing for customers. By correcting these issues, businesses reduce expenses.
This mentality is evidently fueling Citi.
Niamh Byrne, who leads CX and digital for the APAC & EMEA regions, discusses her organization's customer-first mentality in the new CCW Digital Podcast.
She also reveals how her organization has transformed to accommodate engagement in digital channels, while also shedding light on their gamechanging chatbot.
Listen below: