Case Study: Citibank achieves 200% productivity boost and digital client transformation with Moxo's Citi Hello

Citibank digitally transforms the client experience and improves operational efficiency with Citi Hello

Citibank faced the challenge of modernizing wealth management for its Citigold and Priority clients in India—customers wanted seamless, mobile-first engagement while the bank needed a secure, compliant platform to replace disjointed chat/video tools that lacked document exchange, audit trails, and cross‑platform consistency. Moxo powers Citi Hello, the app Citibank chose to recreate in‑person relationship management digitally and meet strict regulatory and security requirements.

Moxo’s Citi Hello enables messaging, calls, video, document sharing, e‑signatures and full audit logging inside Citibank’s mobile app, automating recordings and multi‑year interaction storage to ensure compliance. The rollout drove a 200% productivity increase, processed over $200 million in transactions in the first 10 months, achieved 100% adoption among clients and relationship managers, delivered a 10x ROI over three years and broke even within the first year, while tripling unique clients and multiplying transaction throughput for Citibank.

Citibank

Kartik Kaushik

Country Business Manager