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Bank of America | Banking on trust, AI and the future of digital customer experiences

Host: Mark Donohue, Managing Director of iSky at RFI Global
Date: July 29, 2026
Region: North America
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EPISODE 30

Bank of America data shows that 94% of customer interactions now take place through digital channels. As customers become accustomed to new technologies, expectations continue to evolve. Today’s innovations quickly become the norm, raising the question: what’s next for digital banking?

In this episode of Banking Uncovered, Mark Donohue, Managing Director of iSky at RFI Global, is joined by Jorge Camargo, Head of Digital Platforms at Bank of America, to discuss how customer expectations and technology are evolving and what the future of digital banking will look like. Jorge shares insights into the evolution of the bank’s AI-powered virtual assistant, Erica, the growing role of AI in creating more proactive customer experiences, and why trust transparency and customer choice remain critical as financial institutions embrace new technologies.

Looking ahead, they explore the trends shaping the next generation of digital banking, from personalised financial guidance and holistic money management to the increasing role of AI in helping customers make smarter financial decisions.

Topics discussed include:

  • How customer expectations of digital banking are evolving
  • Why trust remains central to the digital banking experience
  • The eureka moment that led to Bank of America's virtual assistant, Erica
  • How AI is enabling more proactive and personalised banking experiences
  • Why a holistic view of customers' financial lives matters
  • Striking the balance between convenience, security and fraud prevention
  • How financial education can strengthen customer relationships
  • What will differentiate banks in an increasingly digital future

This podcast was recorded on 22 June 2026.

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