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Darden University of Virginia (USA)
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Fidelity Investments: Betting on Digital Strategy
Laseter, Timothy M.; Luk, VictoriaCase DARDEN-OM-1746-EService and Operations ManagementJulie Busby, operational excellence lead for Fidelity Investments (Fidelity), needed to help a customer call center manage its diverse set of clients. Despite efforts to categorize tasks based on call volume drivers, digital service efforts to improve operations at the call center were beginning to face diminishing returns. Busby wondered if segmenting clients would help. Was there a way for Fidelity to adapt its digital strategy to the increasin...Starting at €8.20