Short clip: For Schwab, it's all about the client

>> How do you create that culture, where, where innovation and collaboration really occur, so that you, you can stay ahead of your competitors?

>> By being incredibly focused as an organization. You know, Chuck Schwab formed this, created this firm 30 years ago with a very, very clear vision. That every single employee at Schwab, knows we want to be the most use, we are the most useful, and ethical financial services firm in the world. We have a set of value that we follow. We are incredibly clear on our clients. So everything we do has to do with our client, our vision, and our values as an organization. It allows us to be incredibly close to the client needs. And that's where innovation happens. When you see a client need, when you understand that, that's when you innovate.

>> And how do you get those teams focused in that way, not just by putting up something on a wall that says, you know, here are our values.

>> Right.

>> But to actually to put it into practice? Do you have tools, technologies, that you use for collaboration, especially given, you must have 3 or 400 offices and, and people all over the world?

>> Right. So, you know, it's the way we organize. Right. So, the business technology group sits with the business. They have great opportunities to listen to client calls, to, to be next to a financial consultants when they take calls from our clients. Watch how our clients and our financial consultant's use our systems. So, making sure that they, are part of that business and every day. And then, when, you know, for our, for me as a leader and my leadership, it's incredibly important, I mean every communication to the organization, we link everything that we do to our vision, value and our clients.

>> So the, the engineer's aren't necessarily dictating and specking up the products as we've seen in some companies and, and, and what happened really in the past.

>> You Know, I think we're moving away from that. Right, I mean, long time ago, innovation happen, started with technology and, and many a times and I think today it's a problem. I think innovation needs to start with the client and not with the technology. Business analysts are still part of the IT organization. They will sit with the business subject manner experts, understand the requirement, and write down the spec.

==== Transcribed by Automatic Sync Technologies ====