CCW 2026: How Citizens Bank is building the AI-native customer experience
Citizens Bank is moving beyond AI pilots to full AI-native customer service with Amazon Connect.
“customers moving from piloting this technology... going past the I would call them like the low-hanging fruit use cases”
Citizens Bank and Amazon Connect are jointly showcasing how enterprises are graduating from AI pilots to production-grade AI-native customer experiences in contact centers. The session highlights a broader industry shift from simple intent detection and FAQ bots to more capable conversational AI that can actually resolve customer needs. The signal is real but incremental — this is a vendor case study, not a major launch or research finding.