In this episode, Jeff and Sanjiv discuss: 

• Sanjiv’s career evolution with Fidelity to his current position as President of Fidelity Clearing and Custody Solutions.

• Meeting the end investor in creative ways.

• Types of investors and how they work with advisors.

• Growing through a great customer experience, not just acquisition.

Key Takeaways: 

• When you are close to the customer and dealing with them every day, you learn what channels and new technologies they will respond to.

• The way you make technology good business is lots of volume, lots of scale, and touching a lot of bases.

• Having multi-year plans gives you direction and expectations, but you need to keep the flexibility to make the exceptions and change as needed to the customers needs.

• The financial success is important, but what's probably more important is if you make people a little bit better than they might have been if they hadn't come into contact with you.

“That combination, of being able to respond quickly to customer needs and to invest steadily over time in good times and in bad times, is a powerful advantage.” —  Sanjiv Mirchandani