Banking / Finance

How B of A plans to personalize mobile banking

20th Oct `15, 06:04 PM in Banking / Finance

In the interview, Gopalkrishnan talks about the balance of privacy and personalization and how improving the customer experience…

BDMS
Guest Contributor
 

In the interview, Gopalkrishnan talks about the balance of privacy and personalization and how improving the customer experience is the next frontier of mobile banking. The following is a transcript of that conversation that has been edited for brevity and clarity.

Millennials check their phones, on average, 45 times a day, according to a promotional video for Bank of America.

Yeah, but the more interesting stat is that two-thirds of Americans reach out to their smart phone before their loved one in the morning. We do this annual mobility survey where we go out and ask for behavioral patterns and that’s the one that stood out for me this year. Last year, it was that most millennials forget their toothbrush before they forget their smart phone.

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