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Financial Institutions using traditional legacy Credit Card fraud & claims processes are paying a price, and the costs aren't just financial— they include opportunity costs, labor costs, and reputational damage, too. Bottom line: Banks who aren't using the latest technologies to improve the way they handle customer claims are at a disadvantage. In an era where customer experience can make or break your financial institution, banks have to optimize and automate or risk getting left behind.

Join Tom Dixon - Senior Vice President at Citizens Bank & Marlando Rhule - Director of Professional Services at Bizagi, and Darshan Jain from Blue Prism.

  • Citizens Bank re-imagined their Credit Card fraud and claims processes
  • What building blocks made up their old system and how they transformed
  • How core technologies were leveraged to reduce errors, speed up resolution time, and create better experiences for customers.
Senior Vice President - Continuous Improvement & Process Automation, Citizens Bank
Tom has been with Citizen for over ten years, and now leads the Consumer Banks Intelligent Automation initiatives to deliver value for customers, shareholders and colleagues. Tom was a Sergeant in the US army before moving in to financial services where he worked for Fidelity Investments and MassMutual before joining Citizens and holds both a BA and an MA in Business from Franklin Pierce University and Southern New Hampshire University respectively.
Professional Services Director, Bizagi
Marlando Rhule has been the Director of Professional Services at Bizagi since 2019. He has over 20+ years of experience in technology services, operations, management, engineering, systems administration, project management and support of IT systems and teams. Through his career, he has had an excellent track record for solutioning complex IT problems and consistently delivering effective project and system solutions. He holds a Masters degree in both IT Systems Management and Project Management from the Keller Graduate School of Management, Chicago, IL.
Senior Director, Banking & Financial Services, Blue Prism
Darshan is Senior Director, Banking & Financial Services at Blue Prism. In this role, Darshan uses his 30 years of experience leading transformative change to help organizations navigate the intelligent automation journey using Blue Prism’s digital workforce. Always keen to exceed stakeholder expectations, Darshan has successfully delivered high-impact outcomes in several industries including banking, insurance, asset management, telecom, retail, manufacturing, and commercial real estate. Darshan also teaches intelligent automation at the University of Toronto and is a guest faculty lecturer at McGill University where he shares real world stories of what works and what doesn’t with undergrad and graduate business students. Darshan holds an MBA from McGill, a Certificate in International Management from the Stockholm School of Economics, and a BSc from the University of Toronto.