The CMO of Bank of America should react positively to the feedback given in the report and use it as an opportunity to review the systems and find ways to improve and better serve existing customers, as well as set targets for acquiring new customers. The first immediate step would be to carefully examine the processes and technology related to the organization's products and how they impact the customer experience. This understanding of the current state will then allow for a shift from a structured and proactive approach to a more managed and focused one. By adopting a managed and focused approach, the CMO can empower all employees to work together in improving the organization's culture and continuously enhancing the existing processes to make them more customer-friendly and affordable. Immediate steps should be taken to establish sustainable practices for long-term operations, improve services, and enhance the quality of services provided to underserved and low to moderate-income families. This will also involve expanding the market base. The customer should be considered the most important part of the operations, and strategic measures should be implemented to focus on employee performance in order to enhance the customer experience both at the front end