Summary of Gill Haus on Engineering Best-in-Class Customer & Employee Experiences: Tech Whisperers Podcast Ep 3
Main Financial Strategies and Business Trends:
- Technology as Core to Banking: JPMorgan Chase invests $12 billion annually in Technology to enhance customer experiences, emphasizing that Technology is central to their operations.
- Personalized Customer Experience: Haus advocates for a "bespoke" customer experience, which means creating tailored solutions that cater to individual customer needs while ensuring a seamless experience across different platforms (omni-channel approach).
- Data Utilization: The importance of using data and machine learning to create non-bespoke, generalized solutions that enhance customer interactions and improve service delivery.
- Modern Engineering Practices: Emphasis on continuous integration and delivery (CI/CD) to streamline software development processes, allowing for rapid deployment and iteration.
- Organizational Structure: Haus discusses restructuring teams around product lines to reduce friction and enhance agility, allowing for quicker decision-making and implementation.
- Talent Management: Focus on retaining and attracting top talent by providing opportunities for growth and engagement in innovative projects.
Methodology/Step-by-Step Guide:
- Invest in Technology: Allocate significant resources to Technology development to enhance customer experiences.
- Create an Omni-Channel Experience: Design solutions that work seamlessly across all customer interaction points (e.g., mobile app and in-branch services).
- Utilize Data Effectively: Build centralized data solutions that can be accessed in real-time to inform customer interactions.
- Implement Modern Software Practices:
- Adopt continuous integration and delivery to enable rapid software updates.
- Ensure that engineers can write, test, and release code efficiently.
- Organize Teams Around Products: Restructure teams to focus on specific products or services, enabling them to make decisions independently and reduce operational friction.
- Focus on Talent Development: Invest in training and career development programs to nurture talent and ensure long-term retention.
Presenters/Sources:
- Dan Roberts (Host)
- Gill Haus (CIO, Consumer and Community Banking at JPMorgan Chase)
Notable Quotes
— 02:26 — « Everything in the world revolves around money... when we do things well in technology, we make people's lives better every single day. »
— 12:05 — « It's a little bit like the Titanic iceberg; you see the very top but you don't see the bottom of it which is all this other stuff that has to be there to make sure that little piece can float on the top. »
— 24:40 — « If I remove one step for those 60 million active customers, that's 60 million clicks that we've reduced. »
Category
Business and Finance