Mar 21, 2018
Citi’s Director of Customer Listening and Engagement, Michelle Brigman joins us from CCW where she shares that we all know that we need to listen to the voice of the customer to understand that we’re bringing the right solutions to them. Michelle and her team realized that they had an opportunity to not wait for customers to provide information. They’re now tuning into customers digital behaviors through the company's real-time listening command center. That means that Michelle is able to key into how folks are interacting with digital solutions to understand how the organization can better serve the customer.