Jonathan helps CIOs and other senior banking executives stay ahead of customer experience trends in banking. Using his knowledge of consumer behavior, emerging technology and geopolitics, he helps financial services CIOs and technology executives discover where they are vulnerable and need to adjust their technology strategy so that their organization's customer experience is a growth driver. Jonathan has a deep understanding of the risks and opportunities for customer-facing use cases of AI and other technologies to enhance the customer experience. And when clients are ready to make updates to their digital banking experience, he helps them understand the vendor landscape and evaluate providers.
Prior to joining Gartner, Jonathan worked at a private foundation, where he focused on public sector retirement system reform. In this role, he developed capital market assumptions and economic scenarios for first-of-their-kind stress test analyses of public pension funds in 10 states. He also led end-to-end qualitative and quantitative research projects on retirement benefits, pension fiscal health, and employee attitudes and behavior on retirement benefits
Pew Charitable Trusts , Senior Associate, 4 years
Financial Services Industry Business Insights
Product Strategy and Go-to-Market Execution in Industries
Banking and Investment Services Industries Technology Insights
Ph.D, Sociology, University of Maryland
Digital banking trends and innovations - mobile/web banking capabilities, digital functionalities, digital CX strategy
Digital banking multichannel solutions
Customer experience - understanding customer needs, behavior, trust and expectations
Top CIO priorities in the banking industry
Emerging technologies in banking customer experience