How Bank of America Scales CX to 70M Clients with AI and Action | Experience '26 скачать в хорошем качестве

How Bank of America Scales CX to 70M Clients with AI and Action | Experience '26

In this Experience ’26 session, Bank of America’s Jason Renteria shares how the bank embeds client experience into every part of the business. Learn how executive sponsorship, clear ownership, AI-powered tools like Erica, and always-on listening drive transformation at massive scale. ————— 0:00 Introduction - Business Changers & CX Culture 0:20 Three Pillars: People, Technology & Process 0:50 Understanding CX Data & AI Analysis 1:26 Driving Organizational Transformation 2:10 Bank of America's CX Approach 2:44 Jason Renteria Introduction 2:52 Jason's Role at Bank of America 3:30 Building CX at Scale 4:36 Shared Purpose & Executive Sponsorship 5:23 Technology & Team Investments 6:46 Scaling Beyond Dashboards 6:51 Innovating CX Programs 6:55 Growth from 6 to 53 Survey Programs 7:06 Digital & Erica Integration 7:57 Two-Way Feedback with Erica 8:29 AI Enabling Strategy 8:45 AI's Role in Customer & Employee Experience 9:12 AI Giving Employees Superpowers 9:32 Erica Assist for Employees 9:52 Trustworthy & Responsible AI 10:16 Combining AI, Feedback & Human Judgment 10:31 Using AI to Improve Employee Experience ————— Connect with Medallia: https://medallia.com Linkedin:   / medallia-inc.   X: https://x.com/medallia Facebook:   / medalliainc