Case Study: Citizens Bank achieves 25% rise in user adoption and company-wide video collaboration with Webex by Cisco

Citizens Bank - Customer Case Study

Citizens Bank, one of the nation’s oldest and largest financial institutions, embarked on a major digital transformation to better compete with fintech and modernize how employees and customers interact. The bank needed to consolidate collaboration tools, reduce costs, and deliver consistent, high‑quality audio and video while driving a cultural shift to a more flexible, technology‑driven workplace.

Citizens migrated the organization to Cisco Webex across mobile devices, desk phones and the contact center, making every meeting video‑enabled and any device “the best device in the moment.” User adoption jumped 25% in one quarter, supporting about 400,000 meetings (roughly 75 million minutes) per year with improved satisfaction, and the bank is moving toward deeper branch-to-contact‑center integration and AI/ML enhancements.

Citizens Bank

Erik Johnson

SVP, Head of Workplace Technology