Episode Player
The chase for optimal customer experience with Kaaren Hanson
BRITE Ideas
Chapters
1:49
Building systems to drive experience
5:49
The design maturity continuum
7:31
Organizational team management
12:07
The JPMorgan Chase “way” of experience
14:45
Data and metrics that drive experience design
23:32
Examples of pushing your purpose
32:24
BRITE Idea: laser focus on the end-to-end experience
34:17
Favorite brand: Tesla and Good Eggs
BRITE Ideas
The chase for optimal customer experience with Kaaren Hanson
Aug 10, 2023
Season 1
Episode 16
Columbia Business School Center on Global Brand Leadership
In this episode of the BRITE Ideas podcast, JP and Matt speak with Kaaren Hanson (Chief Design Officer, Consumer and Community Banking, JPMorgan Chase) who shares her insights and actions of a systems-thinking approach to design truly great customer experiences. Hanson notes that organizational silos are still a major hurdle to brands developing truly great customer experiences, and she shares some structural and motivational steps she has taken at Chase to better connect the data and creative executions on experience in the hopes these can inspire other organizations.
