Case Study

TD Bank Group: Evaluate And Experiment With Emerging Tech To Differentiate Customer Experience

Customer-Obsessed Innovation Powers Personalization

Sara M. Watson
 and  four contributors
Dec 13, 2022

Summary

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.

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