The Keynote Benchmark - Feature Interview: Part Brokerage, Part Technology Company

A conversation with the online experience experts at Fidelity Investments.

In 2006, Fidelity Investments virtually swept the customer experience rankings in a Keynote industry study of ten leading online brokerages. Fidelity topped the ratings for overall customer experience, brand impact, acquisition impact, and customer satisfaction, and finished number two in online adoption. Keynote Benchmark magazine recently caught up with two Fidelity executives to discuss some of the changes they've made that helped Fidelity move to the head of the industry. Here are excerpts from our interview with Parrish Arturi and Paul Graham, both senior vice presidents in Fidelity's retail brokerage.