DELIVERING SEAMLESS CLIENT EXPERIENCES IN A CHANGING LANDSCAPE
Holly O’Neill, Chief Client Care Executive
As we look forward to National Customer Service Week, it is important to understand how clients and companies are both redefining the client experience. My guest for this show is Holly O’Neill, Chief Client Care Executive, Bank of America,
Right now, as client expectations continue to shift and face-to-face interactions are limited, it’s essential for businesses to find new ways to create positive experiences. Companies have had to pivot quickly or improve upon their existing client care models to create more meaningful and personalized experiences in order to meet clients’ changing needs. This has meant anticipating changing client needs, delivering a consistent client experience across all channels, and continuing to offer a balance of digital tools and in-person services.
- Adapt your company’s client care approach during moments of need, moving quickly and effectively
- Create personalized solutions for each client need
- Incorporate digital solutions into your company’s client care strategy
- Utilize multiple streams of feedback to listen to clients and adjust the client care strategy
Identify and determine what clients should expect from their financial institution during this time and beyond
ABOUT HOLLY O’NEILL
Holly O’Neill is the Chief Client Care Executive and leads Consumer, Small Business & Wealth Management Client Care at Bank of America.
Her team provides financial solutions to more than 66 million clients each year, with a focus on delivering exceptional and distinctive client care with each interaction.
