Senior Vice President Consumer Continuous Improvement, Process Automation & AI
Just over a year ago, the automation journey began and it has truly been a win-win for both the bank and its customers. Within that time, they have decreased transaction turnaround time, implemented underwriting enhancements for customer loans, and improved the customer experience, all while improving regulatory controls and lowering risk. Now, enterprise RPA is looked at as a go-to solution and with some 60 processes deployed and another 50 on the way, it’s all about scalability, speed, and enhancing controls.
Tom will share three strategies Citizens Bank use when they approach automation – customer experience, risk, and financial. Key is to ensure customer experience is considered when automating but obviously the other two are just as important. How do you balance the three? How do you apply the current tools you have to connect them together and improve processes?