Achieving Cross-Functional Alignment For Customer Experience

Discover how Forrester facilitated cross-functional alignment and customer obsession at TD Bank. Hear from Jennifer Lang, VP of customer experience and consumer insights, about TD Bank’s customer-centric culture, measurement architecture, and the steps she was empowered to take to infuse CX throughout the business.

To me, that’s what customer obsession means, that it’s wholly embedded in how you operate and the rhythms and rituals that you do each and every day.

Jennifer Lang
VP, Customer Experience & Consumer Insights, TD Bank
TD Bank

Advisors Who Augment Your Customer Experience Strategy

Hear how a Forrester customer experience advisor helped refine TD Bank’s customer experience strategy, according to Jennifer Lang, VP of customer experience and consumer insights.

TD Bank

TD Bank’s Customer-Centric CX Measurement Strategy

Discover how Forrester enabled TD Bank to build an effective, customer-centric CX measurement strategy.