How technology teams keep America's largest bank on a digital course

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A recent KMPG survey of 1,000 technology executives finds a growing emphasis on customer experience in their planning. Close to 46% of respondents indicate CX as the primary goal for investing in enterprise technology. This means a growing emphasis on direct involvement with CX for technology teams.

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This growing role of tech professionals in CX is in full swing at Chase Bank, which has structured its organization to boost collaboration between its product, data and analytics, design, and technology teams. 

"Technologists have an equal seat at the table with their colleagues in product, design and data, and analytics," says Gill Haus, chief information officer at Chase: "This structure fosters collaboration and the exchange of diverse experiences and perspectives, accelerates decision making, and fuels innovation."   

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As of the second quarter of 2022, Chase has 60.7 million digitally active customers -- a 7% increase over the past year -- and 47.4 million mobile active customers -- an 11% jump over the past year. "We spend a lot of time on user research throughout the development cycle of new products and features," says Rohan Amin, chief product officer at Chase. "How our customers use our app and website informs the look and feel of these experiences. On average, our customers log in to our app 20 times a month. We are laser-focused on helping them make the most of those visits, whether it's to pay a bill, set up automatic savings deposits, invest, or book travel." 

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