Exploiting Opportunities for Revenue in Internet Banking

Hoffman, Karen Epper
December 2009
American Banker;12/15/2009, Vol. 174 Issue 222, special section p4
Trade Publication
The author discusses various ways online services in banking may be expanded. One innovation being considered in the banking industry is expedited online bill paying. According to Jamie Armistead, a user experience executive at Bank of America Corp. (B of A), B of A has seen a shift in customer use of live chat rather than of the call center. The author discusses applying for and opening accounts online.


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