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Abstract
Vanir, a young community bank dedicated to serving small-business owners, prides itself on the personalized service it delivers to customers. That approach has helped it grow quickly, but now competitors are circling. A new system that uses algorithms to speed up decision-making is ready to go live, but employees are worried that it will destroy the bank's special sauce. What should Vanir's CEO do? This fictional case study by Leonard A Schlesinger features expert commentary by Bob Rivers and Chris Yeh. This HBR Case Study includes both the case and the commentary. For teaching purposes, this reprint is also available in two other versions: a case study-only version, and a commentary-only.
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Abstract
Vanir, a young community bank dedicated to serving small-business owners, prides itself on the personalized service it delivers to customers. That approach has helped it grow quickly, but now competitors are circling. A new system that uses algorithms to speed up decision-making is ready to go live, but employees are worried that it will destroy the bank's special sauce. What should Vanir's CEO do? This fictional case study by Leonard A Schlesinger features expert commentary by Bob Rivers and Chris Yeh. This HBR Case Study includes both the case and the commentary. For teaching purposes, this reprint is also available in two other versions: a case study-only version, and a commentary-only.
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