As director of operations, customer service at First Citizens Bank, Lilian Starr believes technology should strengthen the human side of the business. Guided by the bank’s long-standing, client-centered culture, Starr introduced the N.I.C.E. Framework — Notice, Interact, Care and Execute — to evaluate new capabilities. While AI and automation simplify routine work and help teams access information quickly, Starr emphasizes that investing in talent is equally vital. Equipment finance remains a relationship business where trust, empathy and judgment matter most.

Beyond metrics like Net Promoter Score, Starr measures success through lasting client loyalty and trust. “A truly exceptional client experience happens when innovation anticipates needs, people serve with empathy and every interaction leaves the client feeling heard, valued and confident they made the right choice,” Starr says.