Case Study: Citizens Bank achieves rapid cross‑training and high frontline engagement with Axonify

Inside a successful cross-training initiative at Citizens Bank

Citizens Bank, one of the oldest and largest U.S. financial institutions with 7,000 frontline consumer-banking colleagues split between a 24/7 contact center and 1,000 branches, faced a sudden surge in phone volume during COVID-19. The bank needed to quickly transition retail branch staff onto phone support so they could handle increased customer demand and learn contact-center systems and processes — a challenge highlighted by Leanne Kearney (VP of Learning and Development, Citizens Bank).

Citizens Bank repurposed existing Axonify content and rolled out 3–5 minute daily reinforcement sessions, achieving mid-80% participation and using the platform’s agility to fill knowledge gaps and adjust training based on KPIs. The rapid ramp-up boosted colleague confidence and customer experience, created durable hybrid branch/contact-center roles, and validated continued cross-training — outcomes noted by Heather Dockray (Instructional Designer, Citizens Bank).

Citizens Bank

Heather Dockray

Instructional Designer