Why am I not surprised at that?


So the word that sticks in my head all day, and I tell my team will laugh
because I say this all the time is simplification. We have to be simple in
everything that we do. The user experience has to be simple and to the point.
Friction is a thing of the past, where we can't create processes, and the
little systems that are natural causes of friction. If you think about your day
to day, I mean, you do so many different things on that little phone that we
have that has so many different applications, and opportunities for us to
manage really our lives. And you just are not going to deal with something that
has more than one, or two clicks for you to get to where you need to be. You
just don't want to be bothered. And so that mentality brings itself into
people's functions, it brings itself into the corporate environment, of banking
environment across the board.


So simplifying, making things easy for our clients, and providing the best user
experience I think is really where things are. And if COVID didn't teach us
anything, it taught us that when we all had to go our separate ways, and go to
our homes, and try to maintain continuity of business, we all were looking for
the simplest way to communicate with each other. The simplest way to get things
done in a very remote environment, so.


In a very relevant, personalized way. But also now that we think about
channels, and digital, and physical, and the ways in which businesses are
meeting their end customer differently. I mean, there's a lot to be considered
now, I think, as your clients are making decisions about how to engage with
their clients, because it is a different world. Whether you're a business that
happens to be the end customer, or consumer, or whether you like the end user
to be both now. And I know a lot of enterprise clients are looking at
diversifying how they are engaging with different target audience.


So there's a lot to be considered now. And your point about flexible
architecture, and the ability to help design and engineer those experiences
that are meaningful for your clients, it requires simplification. But that's a
hard task.


Absolutely, I agree with you. And a lot of our clients are looking for us to even
help with things that we have. If we've done the plumbing, and we've developed
things, I mean, can we expose those things to them so that they can then offer
through their channel? And so embedding banking, and treasury functions into
our client's ecosystem is another opportunity that we look at.


What is the one question, the one question that every single client asked you?


Interesting. I would have to say that most of our clients are very concerned
with ease of use, like being able to do something in an easier way. Again, most
of our clients have many, many relationships, to the extent that every
relationship is complex. It just adds on top of the complexity. So most of our
clients are asking us for simplified ways in doing things. Even if they're in a
portal, can we get to a place where they get to where they need to be a lot
quicker than what they do today. And it's an interesting balance, because if
you think about the richness of what they're trying to do, and what happened to
facilitate that, but then there's this angst to like, I want to do it quickly,
and I don't want to have to go through too many hoops to get that done. It's a
constant compressing of being able to take very complex processes, and make
them very, very simple, and one 2-step processes.


And I think that's an ongoing challenge that we have, and an ongoing thing that
our clients are expecting us to help within. And we're making progress. But
again, that process doesn't get made unless they're at the table with us.


Simplification as a competitive advantage.


That's right.


Lisa, what a fun conversation, and a very insightful. And informative one.
Thank you so much for your time today.


Thank you for having me.


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Lisa Davis

Global Head of Digital Channels

Lisa is an accomplished senior leader with 10+ years of experience in global product management, risk management, managing complex processes and global program rollouts. 

Lisa joined J.P. Morgan from Citigroup, where she served as its Head of Discover 10X Innovation.


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