Karen Swiatocha

Transforming how we serve customers starts with breaking down silos and leading across the seams of the organization. Reimagining the role of the contact center can become the catalyst for broader change across your institution. With AI, automation, and digital tools promising efficiency, the real differentiator will be how well you lead across the spaces between departments, products, and platforms where customer experience can fall apart or shine. Karen Swiatocha, Head of Contact Center & Retail Transformation - Consumer Bank Executive Vice President at Citizens Bank, will challenge attendees to think differently about integrated service delivery, empowering front-line bankers, and cultivating a mindset shift that puts the customer experience first. This session will inspire you to break down internal barriers, think horizontally, and build the service model of the future. Get actionable strategies for:

• Evolving the role of the contact center in a digital-first world
• Equipping bankers with tools and insights that make them able to cross channels with customers
• Lead with customer experience as the north star rather than each department’s independent purview