For many people, the days of going to the bank to make a deposit or cash a check are gone forever. Like in many industries, the Covid-19 pandemic has led to a major shift away from in-person banking interactions towards digital services.

The challenge now becomes how to pivot to best serve contactless customers.

According to Holly O’Neill, Chief Client Care Executive at Bank of America, the switch to digital solutions was already in play for the company. The pandemic simply moved up the timeline.

Bank of America’s strategy has always been to deliver world-class service in a …
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