BRITE Ideas
Welcome to the BRITE Ideas podcast, where we discuss how brands build relationships with consumers and society through innovation, technology, and marketing. BRITE Ideas is produced by the Center on Global Brand Leadership at Columbia Business School, and is led by co-hosts Matthew Quint and J.P. Kuehlwein. We want to thank our supporters Lexicon Branding and Kogan Page. For more information visit: http://briteideas.co
BRITE Ideas
The chase for optimal customer experience with Kaaren Hanson
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Columbia Business School Center on Global Brand Leadership
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Season 1
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Episode 16
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.