There’s no going back from the digital transformation spurred on by COVID-19. Banks are transforming customer and employee experiences by accelerating digital adoption and reinventing service for customers and employees alike.

Citizens Bank is ready for what’s ahead by reimagining how it does business in the midst of hybrid work environments, labor pressures, and customer expectations for a frictionless experience. Join executives from Citizens Bank and CX experts TTEC as they share insights about how FIs can connect in new ways to build strong relationships with customers and employees.

Watch this webinar to learn:

  • Digital transformation lessons learned and a look ahead from Citizens Bank
  • What a hybrid workplace environment might look like at your institution
  • The power of employee engagement to drive better customer experiences
  • Keys to optimizing experiences with a digital-first approach


Marissa Morris
SVP, Digital Banking Portfolio Execution Manager, Citizens Bank

Marissa manages the execution of various projects within the online banking and mobile banking channels for Citizens Bank as the Digital Banking Portfolio Execution Manager. She joined Citizens Bank in 1996 as a business systems analyst. She then moved to an Online/Mobile Banking Test Manager before settling into her current role in 2015. Marissa is skilled in portfolio management, release management, financial risk and operational risk.


Kelly Mittiga
Head of Consumer Contact Centers, Citizens Bank

Kelly is the Head of Consumer Contact Centers for Citizens. Prior to Citizens, she held various executive roles at Lyons National Bank and First Niagara Bank. She has vast experience building and leading teams in customer experience, retail banking sales and operations, human resources, and risk management.


Chris Condon
Global Head of BFSI, TTEC

Chris is responsible for account management and business development in North America. Chris joined TTEC in January of 2000 and has held positions in nearly all facets of the business, including operations, marketing, solutions design and implementation, sales, and account management. Prior to TTEC, Chris managed customer management operations at Merrill Lynch where he previously held NASD Series 7 and 63 licenses.


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