BT_JorgeCamargo_2026-04-27_Mix1_MR1725

Speakers

• Speaker 1 0:11
• Speaker 2 1:27

1. 0:11

   Chapter 1: This last session is with Jorge Camargo, head of digital platforms at Bank of America. 75s · Speaker 1

   This last session is with Jorge Camargo, head of digital platforms at Bank of America. And the title is kind of intriguing, but it's how 3.2 billion conversations, what they taught Bank of America. And we're going to go deep into how import…

2. 1:27

   Chapter 2: Well, first of all, thank you for having me. 310s · Speaker 2

   Well, first of all, thank you for having me. Oh, thank you. Long-time listener, first-time caller. I've been building consumer-facing software for 25 years. Most recently, eight years at Bank of America. Before that, eight years at the Walt…

3. 6:37

   Chapter 3: goes across the spectrum whether you are just trying to get out of debt to whether you're worth millions of dollars so what it has really kind of taught us from a development perspective from a from a building perspective is how do we start getting not away from answering your question but once we answer that question how do we start trying to preempt or to be proactive about information that might be valuable to you and answer that question of am i good so for us erica started as a ask me a question get an answer today that loop is about 35 40 of our conversations Fully 60% of our conversations and growing is more of this preemptive, proactive, like, hey, let me tell you something that I think you might be interested in that might be valuable to you. 126s · Speaker 1

   goes across the spectrum whether you are just trying to get out of debt to whether you're worth millions of dollars so what it has really kind of taught us from a development perspective from a from a building perspective is how do we start…

4. 8:44

   Chapter 4: that I visited you with a concern three weeks ago, and I'm calling again about the same concern. 300s · Speaker 2

   that I visited you with a concern three weeks ago, and I'm calling again about the same concern. And how do you store this? Because it's... It's got to be a lot of memory. Listen, it's a world-class technology team. When you look at Bank of…

5. 13:45

   Chapter 5: So we try to provide that context, that information back to our clients and give them choices. 300s · Speaker 1

   So we try to provide that context, that information back to our clients and give them choices. What would you like to do? Would you like to do anything with this information? And that's something that has really kind of built a lot of trust…

6. 18:46

   Chapter 6: in those high-touch off-ramps to make sure that clients know that they have the ability and the flexibility to always reach a human when they need to. 314s · Speaker 1

   in those high-touch off-ramps to make sure that clients know that they have the ability and the flexibility to always reach a human when they need to. So that wasn't Erica 1.0. It probably wasn't 4.0. How do you implement iterations on this…

7. 24:01

   Chapter 7: do you qualify for this program? 311s · Speaker 1

   do you qualify for this program? What are the benefits of this program that you might not be taking advantage of? At the end of the year, here's the benefits that you took advantage of. Here's the proofs in the pudding of, here's the fees t…

8. 29:12

   Chapter 8: Our clients are not just focused on the long-range planning of like, hey, how will my assets grow? 301s · Speaker 2

   Our clients are not just focused on the long-range planning of like, hey, how will my assets grow? They're also worried about fraud or privacy or security. So that's part of the comprehensive financial wellness education. And one of the thi…

9. 34:14

   Chapter 9: they'll kind of be split. 75s · Speaker 1

   they'll kind of be split. They'll say the vision was always this assistant that's a guide by your side and is getting you the answers you need. But I think nobody in their wildest dreams imagined, again, Erica turning into really infrastruc…

10. 35:30

    Chapter 10: How do you prepare for what is going to be even a faster evolution to make sure that you stay ahead of the game as opposed to playing catch up? 303s · Speaker 2

    How do you prepare for what is going to be even a faster evolution to make sure that you stay ahead of the game as opposed to playing catch up? Because I think all of us would say, well, you have a lot of wind in your sails right now, but h…

11. 40:35

    Chapter 11: Any institution today is going to be able to have access to the technology, potentially even leapfrog the technology that we've just spent over the past eight years. 210s · Speaker 2

    Any institution today is going to be able to have access to the technology, potentially even leapfrog the technology that we've just spent over the past eight years. So it's not about the technology. Again, it's how do you put that in front…