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...