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: go.aws/events Subscribe: More AWS videos: b...