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Chase's Brown wants customers to feel like they accomplished goals

Marbue Brown, head of customer experience for consumer banking at JPMorgan Chase, believes that customers need to walk away feeling fulfilled when they engage the bank at the branch, on the phone or within the mobile app.

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December 6, 2019

Marbue Brown, head of customer experience for consumer banking and wealth management at JPMorgan Chase, said he wants to make sure customers walk away feeling like they've accomplished their goals when they engage with the bank, whether it be inside a branch, on the phone or using the mobile banking app.

Brown delivered the keynote address at the 2019 annual Bank Customer Experience Summit in Chicago, where he discussed extensive efforts to enhance the bank's digital and in-branch experiences.