Leveraging Leadership Empathy, Communication, and Flexibility at Bank of America

In my conversation with Holly O’Neill, Chief Client Care Executive & Head of Consumer Client Services at Bank of America, we spoke about the importance that empathy, communication, and flexibility played in the customer and employee experience during the pandemic. Holly and I chat about some of the customer experience processes involved with how BofA uses storytelling throughout the customer journey, how the leadership team embraces feedback, and some important shifts that needed to be made over the past year.