Will a Bank's New Technology Help or Hurt Morale? (HBR Case Study and Commentary)

Name: Will a Bank's New Technology Help or Hurt Morale? (HBR Case Study and Commentary) (English version)
SKU: R2104M

Schlesinger, Leonard A.

Product #:R2104M

Supplier:Harvard Business Impact

Discipline:General Management

Details:Case (PDF) • 7 pages • 2021-07-01

Subjects:

Leadership Business communication Customer service IT management Competitive advantage Automation Morale Employee engagement Leadership and managing people Managing yourself Customer experience Business management Competitive strategy Technology and analytics Organizational culture Developing employees Leadership and managing people Management

Industries:

Financial service sector

Your Price:

$12.40

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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: case study-only, reprint R2104X, and commentary-only, R2104Z.