TD Bank Group’s (TD) digital strategy focuses on differentiating the digital experience primarily through engagement and adoption. This case study describes how TD experiments with and evaluates emerging technology to drive customer-obsessed outcomes through a central function devoted to purpose-driven innovation. Through its recent digital personalization project, TD has achieved high engagement rates for AI-powered personalization features that anticipate customers’ needs.

2023 will be a year of struggle for the global public sector as it wrestles with whether to prepare for future crises or return to pre-pandemic business as usual. As a result, in 2023, 15% of Organisation for Economic Co-operation and Development (OECD) governments will adopt anywhere work, yet 25% of public sector workers will still quit and at least one G20 government will suffer a data integrity attack by a disgruntled insider. What’s worse, 80% of public sector organizations that have chief customer officers (CCOs) will fail to improve their customer experience, yet governments will build public trust with new tech rules to improve health and safety.

In 2022, we have seen AI adoption evolve from an emerging trend to a legitimate priority for organizations. Companies across all verticals and maturity levels are finding opportunities to implement AI. This implementation is yielding positive results in terms of effectiveness and efficiency and is allowing organizations to transform fundamental functions. We predict that in 2023, AI adoption within enterprises will continue to expand and be more creative, trustworthy, and optimized. This report has five AI predictions for 2023.

Earn trust and drive sustainable differentiation in technology with a responsible and ethical tech strategy.

Technology has a trust problem. And it’s not limited to the threats posed by emerging technology or the power amassed by Big Tech. Modern and future fit firms use technology to get closer to their customers and employees. Every company is accountable for tech’s impacts on stakeholders. It’s time for tech leaders to deliver a responsible and ethical technology strategy that earns trust and drives sustainable differentiation.

When tech companies select people with ideals and integrity, they get people with ideals and integrity. When they behave in ways that betray those employees, they can expect rebellion.

Read why you should eschew “new normal” thinking when it comes to consumer behavior. We’re in a deeply unsettled, volatile moment—and change is here to stay.

Every element of technology is laden with human decisions and values. Find out how those decisions impact the technology itself.

CIOs and CTOs have a complicated relationship with their boards. Now is a ripe opportunity for tech execs to become the digital expert your board needs.

As technology becomes increasingly strategic to business success, future fit tech executives will partner with the board to address key strategy, risk, and governance priorities. While many boards still lack tech expertise, the onus lies on tech executives to be a key source of technology expertise and communicate the business value of technology to address new market opportunities, improve stakeholder experiences, and support digital acceleration. This report maps board priorities to the tech exec’s business priorities so tech execs can more effectively communicate with the board.