Shannon O'Brien

Managing Director, Head of Design for Small Business, CCB JPMorgan Chase & Co

Shannon O'Brien is Head of Design for Small Business at JPMorganChase, where she leads the team creating experiences designed to make running a small business easier. With an expertise in design and experience strategy, Shannon previously led Verizon Business's global design team and spent nearly 15 years at design consultancy Moment, working with clients including, American Express, Philips and ESPN. Throughout her career, Shannon has focused not only on creating thoughtful customer experiences, but also on building strong teams and a people-first design culture.

CX BFSI Exchange - Day 1

8:30 AM Keynote Presentation: Meeting Customers Where They Are….And Where They Need You to Be

As technology capabilities evolve, and as AI rapidly creates new opportunities to transform customer engagement, financial services have more potential than ever before to solve meaningful, customer challenges in real time. Yet, as demand grows for digital and self-service experiences, there is a real risk of losing the human connection, despite the deeply personal role financial ser-vices plays in customers' lives. In this session, Page Schmucker from Chase will share how understanding what customers truly need, why they need it and how they want to be supported is central to designing digital experiences that build trust, connection and long-term customer relationships.

• The thinking behind designing digital experiences that foster trust, empathy & long-term connection at scale

• Why understanding the 'why' behind customer behaviours & needs is critical to delivering meaningful financial experiences

• Examples of how Chase is meeting customers where they are and translating customer understanding into a response at the CX layer

Check out the incredible speaker line-up to see who will be joining Shannon.

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