Carrie Bolton presentation at Tradestreaming Money Conference on November 14th

1. November 14, 2016
Forget Acquisition – Using Data to Build Deeper Relationships
with Existing Clients

2. Background on Vanguard
2
Core purpose
To take a stand for all investors, to treat them fairly, and to
give them the best chance for investment success
Total assets
$3.5 trillion
Number of funds
180 U.S. funds/175 outside US
Number of investors
20MM in 170 countries (7.5MM US investors)
Vanguard is one of the world's largest investment
companies, offering a large selection of low-cost mutual
funds, ETFs, advice, and related services. We serve
individual investors, financial professionals, corporate and
institutional investors.

3. Go beyond actionable – make insights operational
• Move from isolated projects to strategic programs for real
transforma4on
• Personaliza4on is difficult but worth it
• Connect with point of sale and service delivery teams
• TEST EVERYTHING

4. Get real customer viewpoints – connect quantitative to qualitative
• Iden4fy your customers’ moments of truth – and make
sure you meet them
• Put Voice of Customer front and center – make it
available and accessible
• Consider employee input when trying to solve
customer’s problems
• Measure the impact of changes from VOC
• Prove the link between feedback and financials

5. Make it sustainable – build internal analytics talent
• Build a core group that know your customer data
well
• Develop their skillset around experimenta4on
• Find stretch assignments
• Consider expor4ng talent

6. Key Takeaways
6
• Create a bias toward ac4on – make the insights
opera4onal
• Test everything
• Connect the quan4ta4ve to qualita4ve – get the real
customer viewpoints
• Make it sustainable – build internal analy4cs talent