Delivering Customer Obsession in Times of Disruption

Rising to the high bar of delivering on customer and employee obsession is challenging even in normal times. In the midst of the disruptions caused by COVID-19, it is exponentially more difficult. J.P. Morgan Chase adjusted its approach to overcome the safety, financial, and emotional stresses caused by the disruptions, and has surpassed its pre-COVID experience levels as measured by internal and external benchmarks.

Join Marbue Brown as he shares how the Chase Consumer Bank powered through the disruption to continue raising the bar for the customer and employee experience, including the five pillars of customer obsession for times of disruption.


Speaker Bio
  • Marbue Brown

    Head of Customer Experience - Consumer Banking - JPMorgan Chase & Co.

    Marbue Brown is the Head of Customer Experience for Consumer Banking at JP Morgan Chase. In this role, he partners with the executive leadership for the Chase Consumer Bank to define and deploy strategies that continuously elevate the experience for Chase customers and set the benchmark for the industry.

    Prior to joining JPMC, he was the Global Lead for the Customer Experience Andon Cord program at Amazon. Prior to that he lead Customer Experience Measurements at Microsoft. He also held senior Customer Experience roles at Cisco Systems and Telcordia Technologies (formerly Bellcore). He has an extensive track record helping companies to improve business performance through the Voice of the Customer.

    Marbue has a Master’s in Mathematics as well as a Master’s in Statistics from The Ohio State University. He is a published author. His publications (co-authored) on Customer Experience measurements are widely cited in industry. He is also published in business strategy and economic policy. Marbue is married with four adult children.