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FinovateFall
September 12-14, 2022
The Marriott Marquis Times Square, New YorkNew York, NY

Brooke Forbes
Head of Technology and Agile Acceleration & Digital Business Practices for Personal Investing at Fidelity Investments

Profile

Brooke Forbes is Head of Technology and Agile Acceleration & Digital Business Practices for Personal Investing at Fidelity Investments, which serves the full needs of investors of all ages and asset classes, including private wealth management, retirement, advisory, brokerage, insurance, and digital advice.

Ms. Forbes has more than 28 years of experience leading global teams that deliver large-scale technology re-platforming programs, digital transformations, and continuous improvements to multichannel experiences and product offerings for customers and associates. In her current role, she leads Personal Investing’s efforts to become a product-led, platform-enabled digital business and mature its agile-based operating model through engineering excellence and digital leadership. She also oversees Fidelity’s Digital Accessibility Practice, which ensures the firm’s digital retail products, services and experiences are accessible for customers who use assistive technologies.

Ms. Forbes also sits on the advisory board for Fidelity’s Women’s Leadership Group, the firm’s largest employee resource group, and is executive sponsor for the IMPACT special interest group, which aims to elevate Fidelity’s leadership in environmental sustainability.

Previously at Fidelity, Ms. Forbes was Senior Vice President, Digital Planning and Advice, running both robo and hybrid advisory offerings. She led efforts to re-imagine and simplify the omni-channel digital experience and deliver education, financial planning, investment, and savings solutions to help younger investors and emerging wealth accumulators achieve their financial goals. She was also Senior Vice President, Omni-Channel Solutions and Associate Technology Platforms, overseeing the voice, email, and chat channels for Fidelity’s customers as well as the technology management, development and integration of the platforms that serve the firm’s customer-facing associates.

Prior to joining Fidelity in 2010, Ms. Forbes was Director of Customer Relationship Management (CRM) Platforms and International Technology for Bank of America – Merrill Lynch Wealth Management, where she led the design, development, deployment, and support of enterprise CRM platforms for users in more than 20 countries. She also served as a Managing Principal at Salesforce.com, where she was responsible for the sales, management, and delivery of large, complex, enterprise-class CRM implementations for clients in the U.S. and Canada.

Ms. Forbes received her Bachelor of Arts degree in international relations from Colgate University.

Agenda Sessions

  • Power Panel: Why Reinventing Banking & Reimagining Customer Experience Is Vital For Banks To Compete In The New Normal

    12:30pm

Speakers at this event