Bank of America is committed to responsible growth. A core component of this strategy is its approach to client care. Over the past five years, BofA has transformed to include a world-class client feedback program that enables the organization to understand their clients’ needs and expectations as they evolve. BofA is making strides to deepen relationships, grow balances and decrease attrition by exceeding client expectations.

During this keynote presentation, attendees will gain insights into:

• BofA’s client feedback program – transforming feedback into actionable insights
• High-touch and high-tech tactics
• Evolving client expectations and implications to tools and workforce

KEYNOTE SPEAKERS

Ashley Ross | Consumer & Small Business Client Care Executive | Bank of America

Ashley Ross is the Client Care executive for Bank of America. In this role, she is responsible for the overall client experience strategy across Consumer & Small Business. Her organization manages client feedback from Bank of America’s 65 million clients, shares real-time client feedback with 70,000 users from the front-line to the C-suite, and conducts root cause analysis to drive ongoing client experience improvements. During her 17 years with Bank of America, Ashley has held a variety of executive roles in Consumer & Small Business, across various channels and client segments. Ashley holds a degree in brain and cognitive science from Massachusetts Institute of Technology (MIT).