Plans & Pricing
Does My Company Subscribe?
Chief Customer and Digital Experience Officer, Citi Global Cards, Citi
At Citi Global Cards, chief customer and digital experience officer Alice Milligan is responsible for meeting customers’ always-on expectations. She spoke with eMarketer’s Nicole Perrin about what those customers want, and what Citi is doing to provide it.
eMarketer: What do customers expect from their experience with Citi?
Alice Milligan: Through extensive research and co-creation efforts with customers, we have developed a core set of customer experience principles that we consistently apply at every step of our design and development process. We’ve learned that customers have four key expectations: They want us to know them, value them, make it easy for them and protect them. These principles clearly manifest themselves when we speak to customers about their expectations for mobile servicing in particular, which is our fastest-growing channel.
Ride-Sharing Usage During the Coronavirus Pandemic Among US Ride-Sharing Users, by Demographic, July 2020 (% of respondents in each group)
Influences on US B2B Buyers' Digital Purchasing Decisions, April 2020 (% of respondents)
Reasons US B2B Buyers Switched to New Suppliers as a Result of the Coronavirus, April 2020 (% of respondents)
US B2B Buyers' Digital Purchasing Pain Points, April 2020 (% of respondents)
Coronavirus Impact: Buying Behaviors of B2B Professionals in Select Countries, April 2020 (% of respondents in each group)
Social Media Update Q2 2020: Facebook Ad Boycott, Instagram’s IGTV Ads, Snapchat’s Partner Summit, Twitter’s Declining Ad Revenues and More
France and Germany Digital Ad Spending Update Q2 2020: The COVID-19 Effect Slashes Millions from Ad Budgets
Amazon Go and the Future of Brick-and-Mortar Retail
Can Amazon Penetrate Canada's Saturated Digital Grocery Market?
COVID-19's Impact on Worldwide Retail Will Be Worse than the Great Recession
As Consumers Continue to Shelter in Place, Alcohol Purchases Increase