Why Chase Needs CSG: Powering the Future of Customer Experience
About the project
Chase, one of the world’s leading financial institutions, faces a challenge common across large banking organisations: high call volumes driven by customers struggling to understand their billing statements. Each enquiry adds operational cost, increases pressure on service teams, and impacts overall customer experience.
To help address this, I partnered with CSG’s Product Marketing team to create a compelling explainer video showcasing the value of the Bill Explainer solution. The objective was to demonstrate how clearer, more transparent billing can reduce customer confusion, lower support demand, and improve satisfaction.
My role focused on creative direction and video production, shaping the narrative and visual language to ensure the message was clear, engaging, and emotionally resonant. By combining storytelling with thoughtful design, we translated a complex product capability into a story that connected directly with Chase’s operational and customer experience goals.
Key Takeaway
For a brand like Chase, every touchpoint matters. Bill Explainer transforms bills from a source of frustration into a simple, positive experience that reflects Chase’s commitment to customer care.
Conclusions
This project highlights the growing importance of clear, customer-focused communication within financial services. By simplifying how billing information is presented, organisations like Chase can reduce operational pressure, strengthen customer trust, and improve overall experience.
For me, the project reinforced the value of combining creative direction with storytelling and video production to translate complex solutions into clear, engaging narratives. The final outcome became more than an explainer video, it positioned the solution as a meaningful driver of customer understanding and measurable business value.
“We needed a way to show Chase the real impact of our solution in a way that felt personal and tangible. The video made a complex value proposition simple to understand and immediately relevant. It gave our sales team a powerful story to lead with, helping us highlight not just the potential savings in call centre costs, but also the positive experience we could create for their customers.”
Product Marketing Manager