It starts and ends with the customer – that’s the approach to innovation at Bank of America. In this session, you’ll learn more about how the bank is transforming the customer experience for its 67 million customers with its latest AI-driven virtual financial assistant, Erica. Head of digital banking Michelle Moore will discuss how combining the latest technology in AI, predictive analytics and natural language can deliver personalization at scale, anticipate customers’ needs and reinvigorate channel strategy, all while expounding upon what the future of this technology looks like in financial services and beyond.