Uploaded July 2026 | Updated September 2026, 2 weeks ago
Customer experience is entering a new era: AI-native solutions are reshaping how enterprises design, deliver, and scale engagement across voice, digital, and agent-facing channels. Citizens Bank is at the forefront of this shift. As part of their enterprise-wide "Reimagine the Bank" initiative, Citizens Bank is leveraging Amazon Connect Customer as the foundation for a multi-year transformation - accelerating time to value across self-service, agent-assisted interactions, and post-interaction insights. In this session, hear directly from Citizens Bank's leadership on what it takes to drive CX transformation at enterprise scale: the vision, operating model, cross-functional talent, and product leadership required to build customer experiences that are intelligent, personalized, and continuously improving. Walk away with a practical framework for accelerating your own AI-powered CX transformation.
Learn more about AWS events: https://go.aws/events
Subscribe:
More AWS videos: bit.ly/2O3zS75
More AWS events videos: bit.ly/316g9t4
ABOUT AWS
Amazon Web Services (AWS) hosts events, both online and in-person, bringing the cloud computing community together to connect, collaborate, and learn from AWS experts. AWS is the world’s most comprehensive and broadly adopted cloud platform, offering over 200 fully featured services from data centers globally. Millions of customers—including the fastest-growing startups, largest enterprises, and leading government agencies—are using AWS to lower costs, become more agile, and innovate faster.
#AWSEvents
Customer experience is entering a new era: AI-native solutions are reshaping how enterprises design, deliver, and scale engagement across voice, digital, and agent-facing channels. Citizens Bank is at the forefront of this shift. As part of their enterprise-wide "Reimagine the Bank" initiative, Citizens Bank is leveraging Amazon Connect Customer as the foundation for a multi-year transformation - accelerating time to value across self-service, agent-assisted interactions, and post-interaction insights. In this session, hear directly from Citizens Bank's leadership on what it takes to drive CX transformation at enterprise scale: the vision, operating model, cross-functional talent, and product leadership required to build customer experiences that are intelligent, personalized, and continuously improving. Walk away with a practical framework for accelerating your own AI-powered CX transformation.
Learn more about AWS events: https://go.aws/events
Subscribe:
More AWS videos: bit.ly/2O3zS75
More AWS events videos: bit.ly/316g9t4
ABOUT AWS
Amazon Web Services (AWS) hosts events, both online and in-person, bringing the cloud computing community together to connect, collaborate, and learn from AWS experts. AWS is the world’s most comprehensive and broadly adopted cloud platform, offering over 200 fully featured services from data centers globally. Millions of customers—including the fastest-growing startups, largest enterprises, and leading government agencies—are using AWS to lower costs, become more agile, and innovate faster.
#AWSEvents
