Digital Experience in B2B Financial Services – Part 2: Digital as a Product
About this episode
Jim Tessmer returns for part two, this time focused on Brown Brothers Harriman's shift from adding digital value to existing products toward treating digital itself as a new, standalone product line. Tessmer describes BBH's 'point of digital' concept for connecting complementary services, how client-facing teams double as product visionaries, and the 'Where's My Stuff' rollout philosophy the team used to launch a completely redesigned client portal without disrupting daily operations. The episode is a candid look at managing a major UX overhaul for clients who depend on the platform to get time-sensitive work done every day.
In this conversation we dig into what’s actually working, where teams get stuck, and the practical moves leaders can make right now — a candid look at the strategy, the trade-offs, and the human side of building great financial services experiences.
In this episode
- 00:34 Beyond features: digital as its own product
- 03:42 Prototyping smart contracts before they're real
- 07:34 The "Where's My Stuff" rollout playbook
- 11:03 Steve Jobs and the art of the unboxing
