How Bank of America delivers best-in-class customer experience

Stephen Whiteside

Bank of America, the financial services provider, has built a robust strategy that is centered around improving the client experience.

Bank of America is seeking to deliver impeccable client service across every touchpoint from its call centers to physical branches and its mobile app.

The scale of the various customer-service challenges should not be underestimated, given the Charlotte, North Carolina-based financial-services provider – which offers products from credit cards to loans and investment advice – boasts more than 66 million customers.

“They interact with us ten billion times a year,” Holly O'Neill, Bank of America’s chief client care executive and head of consumer client services, told delegates at Money20/20, an event held by Ascential, which is also the owner of...

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