Why Banks With More Data Still Don't Understand the Custo...

What this episode covers

Banks are collecting more customer data than ever before. Yet most institutions still do not understand the customer any better. In this Banking Insights episode, I explain why that gap is widening, what Bank of America has built with Erica over 3.2 billion conversations, and why the real advantage in banking is shifting from collecting information to learning from it in real time. Drawing from my conversation with Jorge Camargo, Head of Digital Platforms at Bank of America, I explore why most personalization strategies still fail, why transaction histories are not customer insight, and why the institutions that win will be the ones that ask better questions and act on what they learn. #Banking #DigitalBanking #AI #CustomerExperience #BankingTransformed #Fintech #Erica #BoA

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Frequently Asked Questions

How long is this episode of Banking Transformed with Jim Marous?

This episode is 8 minutes long.

When was this Banking Transformed with Jim Marous episode published?

This episode was published on May 16, 2026.

What is this episode about?

Banks are collecting more customer data than ever before. Yet most institutions still do not understand the customer any better. In this Banking Insights episode, I explain why that gap is widening, what Bank of America has built with Erica over...

Can I download this Banking Transformed with Jim Marous episode?

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