Abstract

The case ‘JPMorgan Chase & Co. – Creating a Next-Gen Banking Experience Powered by Digital Technology’ is about the digital initiatives taken by JPMorgan Chase (JPMC). To stay relevant amidst changing customer expectations and the increasing trend of digital banking, JPMC employed a team of 50,000 technologists worldwide and had a technology budget of US$ 11.5 billion in 2019. The initiative to have digital technologies play a pivotal role in banking operations was taken up in 2006 under the leadership of Jamie Dimon, CEO of JPMC. The case deals with the growth of JPMC over the years and its digital initiatives which included the ‘mobile first, digital everything’ strategy. The use of new technologies such as Big Data, Artificial Intelligence, Cloud Computing, Mobile and Electronic Payments, Machine Learning, Blockchain, Robotics, and Cyber Security by JPMC is discussed in detail. JPMC had tied up with several fintech companies to develop new technologies for its banking operations and to preempt competition in future both from banking and non-banking entities. Even though JPMC had emerged as a disrupter in the banking industry with its innovative technologies, it faced an ever growing threat from banking organizations aligned with technological companies. It therefore sought to take the competition head on with the use of digital technology.

Learning Objectives

The case is structured to achieve the following Learning Objectives:

• Analyze the impact of digital technologies on traditional banking processes.
• Evaluate the importance of mobile banking in the present and future scenario.
• Understand how banking organizations overcome the challenges in implementing a new technology.
• Analyze the difference between incremental innovation and disruptive/breakthrough innovation with reference to the banking industry.

Keywords

Digital Banking; Digital Technology; Banking and Technology; Mobile Banking; JPMC; Big Data; Cloud Computing; AI; ML; Digital Wallet; Mobile Banking App; Digital Wealth Management; Payment Platform; Blockchain; Big Tech