BankAmerica Corp.'s top retail banking officer declared Friday that the industry is in a battle for the hearts and minds of profitable customers-and he said his company is determined to win it.

"We are rapidly losing our relationship-if we ever had one-with the customer," H. Eugene Lockhart, president of BankAmerica's global retail bank, said in a speech to 600 industry executives. Unless banks start to see things from their customers' perspective, "I don't think the industry has a hope of achieving the relevance it hopes to achieve."

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