Payment Strategies

Customer Experience Insights Gleaned from Watching the U.S. Banking Industry

May 27, 2004

Bank of America has developed a good governance model to tackle a difficult strategic problem that crosses organizational boundaries and product line boundaries. Here's a brief look at how BofA has organized to develop an integrated payments strategy. Managing customer experience is a strategic issue that also needs to be handled across organizational boundaries. If we take a page from BofA's book, we would appoint a high-level Customer Experience leadership council and arm it with a fact base that would enable the executives on the council to make the tough choices about how to profitably evolve a holistic customer experience strategy.


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