Personalizing the Customer Experience by Providing Choice with Holly O’Neill, Chief Client Care Executive at Bank of America

This episode features an interview with Holly O’Neill, Chief
Client Care Executive and Head of Consumer Client Services at
Bank of America.  Holly has spent her entire career of more
than 25 years serving Bank of America customers, from wealth
management to sales.  She talks with us about capitalizing
on client feedback, increasing communication during periods of
change, and how to personalize the customer experience at scale.


3 Takeaways:


Personalization at scale can be done by providing options for
how customers interact with your business.

Anticipate times of change or stress by communicating more
frequently with customers.

Everyone in the company, from CEO to ground level, should be
listening to the client to understand their priorities and goals.



Key Quotes:


“We felt that that culture of listening to the client not
only had to be at the leadership level, but it had to be at the
ground level of the organization so that the people who are
interacting with clients every day were also receiving the
feedback on their interactions.”

“On feedback, you want to be prepared to listen to the good,
and really be prepared as a leadership team to listen to the not
so good. Break down where something goes wrong, and figure out
why it went wrong. Be really honest with it. Be comfortable as a
team debating it at the table and calling a spade a spade. Be
prepared to take the opportunities where you see them and commit
to improving.”

“Customer experience means first and foremost we’re making
sure that no matter what the customer wants, we're delivering it.
It's making sure we're making it as easy for them as possible. So
delivering an exceptional experience, really being there for them
around delivering for their priorities. What's their agenda? What
are their life priorities? And how do we enable them to meet and
exceed their goals?”



Bio: 


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.
She previously served as Chief Operating Officer for U.S. Trust,
Bank of America Private Wealth Management, overseeing strategic
initiatives, business management, risk infrastructure and
control, enterprise partnerships, and sales and service
effectiveness.


Thank you to our friends


This episode is brought to you by IBM. If you are responsible
for Customer Experience, they've created a White Paper just for
you. In the CX North Star Report, you can learn more about how to
activate your CX vision. Download it here


Links:


Find Holly on LinkedIn