November 2002 - World's Best Online Bank!

The nation's largest retail bank is also the largest online bank. Bank of America has more than 4 million customers transacting online, more than any other financial services provider. Moreover, the bank was recently named "The Best Consumer Online Bank in the World" by Global Finance magazine and #1 in customer service of any online bank by Smart Money magazine.

How do they do it? How do they encourage customer adoption and usage? John Rosenfeld, Bank of America's e-Commerce Executive, explained what it takes to be the best in this highly complex and competitive environment. We heard the story at our November 2002 session: a compelling look behind the massive effort to build and support bankofamerica.com.

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