EJ Achtner, Digital Banking Executive at Bank of America, sits with Robert Schwartz, Global Leader of Strategy and Design at IBM iX, at the Money 2020 conference in Las Vegas to discuss digital transformation in the banking industry.
Introduction 0:00 EJ’s role: Synthesizing clients’ digital experiences 4:54 Bank of America’s empathy-driven client experience strategy 7:52 The most surprising customer change: desire for financial education 11:00 Building trust in clients over decades and generations 13:17 Serving Millennials and beyond: changing dynamics of influence 15:36 Erica: BoA’s new digital personal concierge 19:48 What EJ looks for in talent: Do you place the client in the middle? 23:07 BoA’s customer-focused investment strategy 25:14 EJ’s proudest moments at BoA: Close attention to clients and rapid implementations 27:31 What EJ worries about: Technology for technology’s sake
Lightning Round 30:17 Favorite social network: Instagram 30:30 Favorite device: Bike computer 31:11 Favorite non-banking brand: Strava 31:45 Dream alternate career: Astrophysics 32:50 When you think of IBM, what do you think of?
Jorge Espinel, Head of Global Business Development at Spotify, talks with Robert Schwartz, Global Leader of Agency Services at IBM iX, about creating meaningful customer experiences and finding innovative solutions to challenges in the music industry.
Just a few years before the launch of Unbabel Inc., a global machine translation agency based in Portugal, the world was a very different place. In 2009, Greece conceded its €300 billion debt, sounding the alarm bell on a crisis in the Eurozone. Within two years, social media communication assisted in fomenting the wide-scale protests […]