When Vanguard, the customer loyalty leader in its industry, decided it needed to do more to keep pace with rapidly changing client expectations, that meant more than just investing money in client experience or in digital or mobile technologies. It meant shifting to new ways of working that would give Vanguard the flexibility and speed necessary to respond continuously to changes in customer needs. In this episode, Amy Cribbs, who leads Customer Experience for the mutual fund giant, explains how Vanguard began using an Agile, cross-functional approach that made client experience everyone’s ongoing responsibility.