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Deepening and extending relationships through more relevant, personalized and meaningful interactions.

Defining a transformational experience strategy for Citizens Branches
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We started the engagement with 25 stakeholder conversations and research in three existing bank branches. Through this process, we identified key customer and relationship manager needs with a journey for each. This led us to conduct Design Thinking Workshops in which we brainstormed potential solutions. We then dove deep into designing the experiences within those journeys, resulting in a full transformation strategy that is taking their business to the next level.