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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. For teaching purposes, this is the commentary-only version of the HBR case study. There is also a case-only version, and a complete case study and commentary version.

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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. For teaching purposes, this is the commentary-only version of the HBR case study. There is also a case-only version, and a complete case study and commentary version.

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