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On this episode from our “Reinventing Customer Experience” podcast season, ZS Principal Arun Shastri and Associate Principal Gopi Vikranth chat with Murli Buluswar, head of analytics, U.S. consumer bank, for Citi, about how the financial giant uses digital to boost its customer experience and keep customers connected across channels. Listen as they break down how Citi’s approach to analytics has changed over the past decade, where human intuition meets data-driven intelligence, how customer experiences will evolve over the next five years, and much more.