Press Releases

Katelyn (Katie) K. Ackley 
C&N’s AVP/Customer Experience Coordinator
 

WELLSBORO, PA (Citizens & Northern Corporation, NASDAQ: CZNC) – C&N, the region’s leading financial services company, announced that Katelyn K. Ackley, AVP/Customer Experience Coordinator, has successfully earned the Certified Customer Experience Professional (CCXP) certification. Administered by the Customer Experience Professionals Association™, a non-profit, independent association, this prestigious designation demonstrates Ackley’s commitment to excellence in customer service and aligns with C&N’s ongoing dedication to providing exceptional customer experiences. 

“At C&N, our customers are at the heart of everything we do,” said Hal Hoose, EVP/Chief Revenue Officer. “Earning the CCXP certification demonstrates Katie’s deep understanding of customer experience best practices and reinforces our company's unwavering focus on providing exceptional value for our customers."

In her role at C&N, Ackley works closely with revenue teams to support the company’s value-based relationship model and position customer experience as a competitive advantage. She has developed programs to collect, analyze and evaluate customer feedback, identify training needs and experience gaps, and coach the team toward delivering a positive and seamless customer journey. She also leads a cross-functional team that focuses on improving C&N’s customer experience across all delivery channels. 

The CCXP certification is a globally recognized credential that validates a professional's knowledge, skills and abilities in designing and implementing exceptional customer experiences. By earning this certification, Ackley has demonstrated expertise in key areas of CX, including:

• Customer journey mapping
• Voice of the customer (VOC) program design and implementation
• Customer experience measurement and analytics
• Customer experience strategy development

“I am thankful to be part of a customer-centric team that is so passionate about customer experience,” said Katelyn. “This certification has further equipped me with tools and knowledge to continually elevate the experience we deliver at every touchpoint.”

C&N invests in training and development programs that provide its team members with the skills and knowledge required to deliver exceptional value. In recognizing the CCXP certification as an asset for its customer experience program, the company is proud to have supported Katelyn’s pursuit of this prestigious designation.