Case Study

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

Customer-Obsessed Innovation Powers Personalization

December 13th, 2022
Rebecca Rose, Researcher
Rebecca Rose Researcher
Sara M. Watson, null
Sara M. Watson
With contributors:
Ashutosh Sharma , Dan Purchia , Anna Synakh , Ian McPherson

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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