North American banks lead digital banking with AI tools, unified apps, and fintech integrations, enhancing client engagement, onboarding, and personalized financial experiences.
In North America, Bank of America (BofA) and A+ Federal Credit Union (A+FCU) excel in their digital-transformation efforts, focusing on client relationships and boosting user engagement through innovative technology.
BofA recorded 26 billion digital interactions in 2024, plus the launch of a unified mobile app that integrates a variety of accounts. Erica, the bank’s AI-powered assistant, helps clients manage finances and provides support during crises. Last month, Erica surpassed 3 billion client interactions as the tool has become indispensable to both customers and employees. BofA invests heavily in technology, with an annual budget over $13 billion, and holds over 7,800 patents including more than 1,400 focused on AI and machine learning. Its focus on digital innovation has led to high client satisfaction in digital channels, the bank reports.
Since launching its digital-transformation initiative, Texas-based A+FCU has greatly improved its A+ Mobile App, boosting benefits and increasing user engagement. Key developments have included website redesign, Mantl (for account opening), Alloy (KYC), Plaid (lending), online certificate management, automated onboarding, digital refer-a-friend, machine learning for retention, the Posh chatbot, Glia Live Chat, SMS, push notifications, Zelle, Ensenta, Visa card controls, Atomic, Alacriti, a credit score module, Appbot.co, UserTesting.com, and Q2 Discover.
