According to Paul Heller, CIO of The Vanguard Group, over 80 percent of client contact is done via the Web. In our CIO Sessions interview Heller explains how Vanguard applies technology to lower the cost for Vanguard's financial investors.
"We’re just very well situated in a sense right now, because there’s so much more you can do over the Web with the client base, and that’s a key effort for us, is really to help our clients get their solutions, to really educate them on their investments, and it provides a terrific medium for doing that," Heller said during our interview. He discussed Vanguard's investments in SOA as a platform for delivering applications, agile development methodologies and the challenge of creating a secure environment. He is also optimistic about developing richer and more collaborative client experiences for the firm's Web users.