There was a time when Alice Milligan thought she was done with financial services. The chief customer and digital experience officer for Citigroup's global cards unit wanted to be in a business with more warmth, one that allowed her to appeal to customers' emotions.

After 15 years at American Express, she left to become the senior vice president of direct and digital marketing for the luxury handbag maker Coach. It took that year's stint in retail for Milligan to realize two things: Hawking handbags, nice though they were, felt superficial. And banking is far from bloodless. In fact, she said, it is "rooted in the foundation of the American dream."

Register or login for access to this item and much more

All Information Management content is archived after seven days.

Community members receive:
  • All recent and archived articles
  • Conference offers and updates
  • A full menu of enewsletter options
  • Web seminars, white papers, ebooks

Don't have an account? Register for Free Unlimited Access