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It has been said, “the worst question ever asked, is the one which is never asked.” Citi had a similar philosophy when it approached customers about helping the bank improve its engagement efforts. Loyalty360 spoke with Alice Milligan, managing director, chief customer & digital experience officer, about how the bank is heightening the customer experience using cardmembers as a key resource as well as an array of other metrics.   How have you been working to improve....

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