The Data Economy: Taking a Data-Driven Approach to Customer Experience

The Data Economy Podcast features an episode where Beth Johnson, Chief Experience Officer at Citizens Financial Group, discusses the importance of using data strategically to improve customer experience and build a data-centric culture that embraces digital transformation. Johnson emphasizes understanding customers' emotional needs in addition to their rational preferences. She highlights real-time data as crucial for financial services, citing examples such as overdraft protection and real-time fraud prevention. The podcast also explores the steps taken by Citizens to create a data-driven company culture and how they are structuring and using their data. Johnson believes that companies focusing on customer experience and developing differentiating capabilities with real-time data will outpace their competitors.