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The Right Mix: How BofA’s High-Tech/High-Touch Strategy Is Improving Satisfaction and Driving Growth

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


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).

Brent Reston | Client Service Transformation & Platform Executive | Bank of America

Brent Reston is the Client Service Transformation and Platform Executive at Bank of America. His team is responsible for delivering personalized and proactive servicing from digital to chat to our client service representatives. His team listens to client and associate feedback to enhance associate facing solutions, automated telephony, and call analytics platforms, while partnering with our digital team to develop self-service capabilities. Brent previously served as Chief Digital Executive for Retail Banking and Head of Digital Sales and Service. Brent holds a degree in Economics from the University of British Columbia.


Ken Hosac | VP, Business Development | Cradlepoint

Ken has 25 years of experience in marketing, sales, R&D and manufacturing. At Cradlepoint, Ken is responsible for driving strategic industry partnerships to accelerate the company’s market growth and leadership. As part of the leadership team since 2009, Ken has helped drive Cradlepoint’s growth and development through roles in strategic planning, product management, solution strategy and thought leadership. Ken frequently represents the company at industry conferences and events, and served on the original Advisory Board for the IoT/M2M Evolution Magazine. Ken holds a B.S. degree in Electrical Engineering and an M.S. degree in Manufacturing Engineering, both from Stanford University.

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