Connected Commerce Cx Strategy
Maximizing every spend to make more
of what is yours
Company
JP Morgan Chase
Services
Value Proposition
UX Vision
Service Design
Organization Design
In today's fragmented digital landscape, customers juggle multiple financial services, shopping platforms, and rewards programs—typically as disconnected experiences that diminish both engagement and value.
Our Connected Commerce Strategy addresses this challenge by creating a seamless ecosystem that integrates Chase Travel & Dining, Buy Now Pay Later, Payments, Shopping & Offers, Rewards, and Benefits. By uniting key partners like DoorDash, Lyft, The Infatuation, Amfar Events & Experiences, Ultimate Rewards, and exclusive credit card benefits, we've transformed customer engagement into a personalized, rewarding, and frictionless journey.
The Challenge
Consumers today demand more than just convenience—they seek personalized, engaging, and valuable interactions. However, traditional commerce experiences often suffer from:
Fragmented experiences across disconnected platforms
Underutilized rewards due to poor integration between offers and benefits
Separation between financial services, payments, and lifestyle experiences
Transactional relationships that fail to build lasting loyalty
Without a unified strategy, businesses struggle to maximize engagement and differentiate themselves in an increasingly competitive marketplace.
TRUST MUST BE EARNED “Bofa always made me feel my money was protected with them especially when I had unusual charges. So, when my mortgage was sold to them years later, that’s what gave me comfort in trusting them with multiple accounts!”
INCREASINGLY UNDERSTAND WHAT THEIR DATA’S WORTH “With Instagram’s changes [shopping], I became less trusting of the brand considering how much they benefit from my data”
WILLINGNESS TO ADOPT NEW OFFERINGS IF IT FEELS LIKE IT FITS “Uber... I think it is really cool to see how you can take a simple concept like a ride and expand upon it so greatly.”
Our Strategy:
Building a Seamless Connected Commerce Ecosystem
To bridge these gaps, we designed a Connected Commerce Strategy focused on:
✅ Ecosystem Integration – Unifying Chase Travel & Dining, BNPL, Payments, Shopping & Offers, Rewards, and Benefits into a seamless, intuitive experience.
✅ Strategic Partnerships – Leveraging collaborations with DoorDash, Lyft, The Infatuation, Amfar Events & Experiences, and Ultimate Rewards to enhance value and engagement.
✅ Personalized Engagement – Delivering tailored recommendations, exclusive offers, and dynamic rewards that align with customer preferences and spending behaviors.
✅ Frictionless User Experience – Simplifying how customers earn, redeem, and experience rewards across multiple touchpoints, from travel and dining to shopping and payments.
✅ Trust & Value-Driven Engagement – Shifting the mindset from customers having to engage to wanting to engage, fostering deeper relationships and long-term loyalty.
Implementation & Execution
🔹 Unified Experience: Customers can seamlessly move between payments, rewards, travel bookings, and exclusive benefits without friction.
🔹 Smart Integrations: Embedded partner offerings, including Lyft rides, DoorDash perks, and curated travel experiences, create a holistic lifestyle ecosystem.
🔹 Data-Driven Personalization: AI-powered recommendations optimize customer experiences based on transaction history and preferences.
🔹 Enhanced Rewards & Offers: Customers enjoy more flexible and relevant rewards across their daily activities, increasing engagement.
