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Banking in depth: Embracing disruption, transformation and high-touch customer experience

During the Bank Customer Experience Summit in Chicago this fall, Charles Liu, chief of branch transformation, ATM innovation and market planning at Bank of America, sat down to talk about strategies for staying a step ahead of emerging competitors and digital disruptors looking to mix it up in the traditional banking world.

photo Networld Media Group/Hughes Network Services

December 15, 2017 by Suzanne Cluckey — Owner, Suzanne Cluckey Communications

During the Bank Customer Experience Summit in Chicago this fall, Charles Liu, chief of branch transformation, ATM innovation and market planning at Bank of America, sat down for a talk with Tim Tang, head of enterprise solutions at Hughes Network Systems.

The two discussed  BofA's strategy for staying a step ahead of the emerging competitors and digital disruptors that are currently taking aim at a market sector long criticized for its hidebound ways and wariness of change — i.e., retail banking.

Liu described BofA's strategy for breaking out of that stereotype in every possible way — from branch transformation to advanced ATM technologies and other digital tools in the branch environment to listening — really listening — to consumers' thoughts and opinions, even when they're not especially flattering ... 

 Watch Liu and Tang's entire conversation below:

Interview with Charles Liu, Bank of America from Networld Media Group Summits on Vimeo.

About Suzanne Cluckey

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Suzanne’s editorial career has spanned three decades and encompassed all B2B and B2C communications formats. Her award-winning work has appeared in trade and consumer media in the United States and internationally.