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TD Bank Group: The Power of Personalization

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16 March 2022

Winner of Celent Model Bank 2022 Award for Customer Engagement

Abstract

The goal of TD’s AI-Powered Digital Experiences is to build trust and deepen relationships with customers by adding value tailored to their financial needs via “AI-driven nudges”—actionable insights delivered across the bank’s digital properties and supporting multiple lines of business. TD’s proprietary AI-driven predictive models are the catalyst for customized use cases tailored to address individual customer needs based on their past behavior and transaction patterns.

Although early in its journey to fully leverage the platform, TD has shown demonstrably improved digital customer engagement, leading to verifiably improved financial outcomes for its customers that are reflected in elevated customer satisfaction scores. It is a deserving winner of Celent’s 2022 Model Bank award for Customer Engagement.