Collaboration Promotes a Cultural shift within banking

Citizens Bank

“We looked at the market and at who has that world class reputation.  We looked at how we could drive cost savings with integration and consolidation.  And we looked at quality of audio and video services from various vendors. We chose Cisco.”

Erik Johnson

SVP, Head of Workplace Technology
Citizens Bank

Citizens Bank is one of the nation’s oldest and largest financial institutions. They bring a customer-centric approach and diversity of experiences to their customers and communities, with a goal to have everyone reach their highest potential.

In 2018, Citizens Bank started a huge digital transformation project. One that would allow them to compete and partner closely with the emerging (Fintech) industry.

In doing this, they migrated the entire company onto the Cisco Collaboration experience. From mobile devices, to the contact center, to desk phones. It started a huge cultural shift, positioning themselves as a technologically progressive bank.

They have Webex deployed across the entire company and every meeting is a video enabled meeting. People can work flexibly and now, whatever device they have is the best device in the moment. After deployment, user adoption scores sky-rocketed, improving by 25% in just one quarter. They support over 400,000 meetings a year and are excited for the future of meetings with artificial intelligence and machine learning continuing to grow and expand.

Going forward, they expect to see continued integration in the collaboration experience from the branch to the contact center. From colleagues to customers.

Webex user adoption scores improved by 25% in one quarter

75

million minutes of meetings/year.

User adoption scores improved by 25% in one quarter with satisfaction scores also accelerating.

Erik Johnson

SVP, Head of Workplace Technology
Citizens Bank

400,000

collaboration meetings each year

Seen in the story

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