Member Exclusive, The Customer Effect

Citizens Bank’s Beth Johnson: ‘Personal interaction remains important to customers’

  • What bank clients expect from their institutions is changing, according a new Bank Experience Survey.
  • Citizens Bank CXO Beth Johnson joins us to discuss the findings of the research and how it's impacting banking today and in the future.
close

Email a Friend

Citizens Bank’s Beth Johnson: ‘Personal interaction remains important to customers’

Consumer behavior was already changing before COVID hit. When you ask financial services executives, many will tell you that COVID is acting to accelerate those trends.

Beth Johnson, chief experience officer at Citizens Bank, is studying those trends. Citizens recently published its inaugural Banking Experience Survey, which polled over 10,000 customers and 252 business leaders across the US on their views around digital banking. Beth joins us on the podcast to talk about the importance of marrying human interaction with technology within banking and how changes made in response to COVID will likely have lasting impact on financial services long after the pandemic is over.

SubscribeApple Podcasts I SoundCloud I Spotify I Google Podcasts
The following excerpts were edited for clarity.

The CXO role

I am the chief experience officer at Citizens Bank. And what that really means is I think about how we use customer experience to pull together our digital, our marketing, and our customer analytics to offer seamless experiences for our consumer and commercial customers to be ready to meet their needs going forward.


This content is available exclusively to Tearsheet Outlier members.

Tearsheet Outlier information and signup Missing out? Subscribe today and you’ll receive unlimited access to all Tearsheet content, original research, exclusive webinars and events, member-only newsletters from Tearsheet editors and reporters and much more. Join Outlier now — $59/mo Already an Outlier member? Sign in to your account

1 comments on “Citizens Bank’s Beth Johnson: ‘Personal interaction remains important to customers’”

  • The data on business customers is really interesting – 90% want a bank to help them through their lifecycles and 73% have changed the way they bank to be more digital. These are huge percentages and don’t bode well for the FIs that abandoned their SME clients with PPP loans. The vast majority of small businesses went with a new financial institution to get their loan (my company included) including community banks, smaller, regional banks and fintechs. Digital-only fintechs got a huge awareness and credibility boost overnight and this data suggests that they may be able to keep and grow this group of business clients.

Outlier OpinionsMakers

Member Exclusive, The Customer Effect

With deposit volume growing 705% in April, MANTL raises $19 million

  • MANTL, which helps banks open digital accounts, has experienced strong growth during the pandemic.
  • The company is also announcing an additional fundraising.
Zachary Miller | July 16, 2020
The Customer Effect

Now under the Linux Foundation, the Fintech Open Source Foundation wants to accelerate software development across financial services

  • FINOS runs 11 programs driven by more than 30 financial services organizations and technology members.
  • Aligning with Linux, the group will have more resources and reach to encourage open source software development.
Zoe Murphy | April 28, 2020
The Customer Effect

Americans carry more debt and turn to mobile banking in the face of the pandemic

  • Americans turn to digital solutions as they hunker down in the face of COVID-19.
  • They're responding by increasing emergency funds and not paying down credit card debt.
Michael Deleon | April 06, 2020
The Customer Effect

DriveWealth’s John Shammas: ‘We’re accessing the uninvested population around the world’

  • Fintechs are increasingly offering new forms of investment offerings.
  • Many of those investment offerings are powered by DriveWealth.
Zack Miller | December 20, 2019
The Customer Effect

Is fintech user growth slowing down? 4 charts that look at growth in mobile payments and robo-advisors

  • A new study from Escalent shows growth of mobile payments, digital investing and crypto slowing.
  • Tearsheet takes a deeper look into the numbers.
Zoe Murphy | September 17, 2019
More Articles