Last year, Van Cleave set out to strengthen discovery processes and elevate design's presence across departments, learning that breakthroughs come from embracing unexpected customer behaviors and treating constraints as opportunities.
Her team delivered measurable impact through "the Quad" partnership model and refined discovery workflows, achieving a 39% conversion boost and 24% no-show reduction on the Meeting Scheduler redesign, while reducing customer complaints by 10% and making discovery a cultural expectation across Chase.
PayPal is building infrastructure to connect merchants to AI shopping platforms like ChatGPT and Gemini through a single integration, positioning itself as the layer between commerce and conversational AI.
The company argues this could level the playing field for small merchants by shifting discovery from ad-driven search to AI recommendations based on product fit.
U.S. Bank was recognized as 'Best Bank for SMBs' at this year’s Tearsheet SMB Finance Awards.
Kristen Link, SVP and Product Lead for Business Customer Journeys and Delivery at U.S. Bank, explains how the super-regional bank supports SMBs across cash flow, payments, and daily operations.
