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  "documentTitle": "Banking: The future is back",
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      "text": "Consider creating the role of chief experience officer (CXO): a leader responsible for connecting customer experiences across channels and products. Citizens Financial Group is one example where a CXO “leads an organization focused on building the capabilities to deliver excellent experiences for customers”.26",
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      "text": "Start to experiment with emerging generative AI technologies—even if behind closed doors—to understand the art of the possible in areas such as the customer experience and to educate your teams. According to our latest Banking Consumer Study, 62% would be willing to use an “intelligent agent” as their personal financial assistant—so there is opportunity to use generative AI in more front-office functions.",
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      "text": "Invest in data organized around the customer. Create a digital memory or footprint of every customer and use that data to fuel AI capabilities and drive connected experiences across all channels. Ask yourself questions like “how can I create a digital twin of the very best branch manager?”",
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      "text": "Prioritize focus by stepping back and reassessing your experience roadmap to decide which initiatives to discontinue, and then strategically align your plans with the transformative potential of generative AI. Reimagine your customer’s experience by identifying and enhancing current services with AI-driven solutions to ensure more efficient and personalized interactions, thereby maintaining long-term value and market competitiveness.",
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