Imran Khan, Head of Global Digital Experience at TD and President and CEO of UGO Mobile Solutions, reveals how to make life easier for consumers.
Global Finance: How have application programming interfaces (APIs) helped you better use consumer data to provide your customers with improved products and services?
Imran Khan: Our customers want digital solutions and we make sure they can choose the apps they want, knowing their financial data is secure. As TD continues to innovate and create new types of digital customer experiences, APIs will help TD meet this customer demand.
Our new data access agreement with Finicity is part of accelerating our work to create a technology infrastructure that will give our clients more control when they share their financial data to access third-party digital services externally. of TD. With customer consent, TD will provide a customer’s financial data to Finicity through APIs which may potentially eliminate the need for customers to share their bank login ID or password in order to access the products. and third party financial services.
GF: What changes have you seen in the way your customers have approached digital services over the past six months, and how has that shaped your digital strategy?
Khan: Throughout this pandemic, we’re making sure banking services are easy, convenient, and available to our more than 14 million active online and mobile customers. We’ve tripled our digital capacity for customer-facing capabilities like mobile deposit and email money transfer, and we’ve created digital properties that help customers make simple transactions and access money. information. We are seeing significant digital growth across our customer demographics and an increase in the digital engagement of our existing users.
At the height of the pandemic, from mid-March to the end of April, when we urged customers not to come to branches, we saw a 30% increase in digital engagement in Canada and a 17% increase in United States. We are also seeing a significant increase in the number of customers using our digital tools and services. For example, adoption of TD MySpend, our mobile money management application, is up 30% year-over-year; and customer inquiries through TD Clari, our authenticated chatbot, have more than doubled year on year.
GF: What changes do you foresee for retail customer experiences and how did you align that with customer expectations?
Khan: We are focused on reinventing the banking experience on our digital and physical platforms. In many ways, Covid-19 hastened the journey we were already on.
We continue to enhance our digital capabilities to provide customers with connected experiences and the ability to manage their finances across all of our channels, including our phone channel, online and mobile channels, and at our branch offices. Some of our new digital customers, who may have initially been reluctant to use digital tools, have now found the convenience and simplicity of banking through digital channels.
We understand that our customers rely on a range of Covid-19 relief services, including government relief for small businesses and payment deferrals for auto loans, credit cards and mortgages. To help our clients access the resources they need, our teams have rapidly developed digital applications to make it easier for our clients to apply for and receive these vital services. We launched a chat solution in EasyWeb, providing another channel for personal banking and credit card customers to get help from a TD agent online. In the US, we created a digital loan application for the Paycheck Protection Program and introduced a new virtual assistant using conversational AI. [artificial intelligence] to provide real-time responses to customer questions.
At TD, we’ve built an ecosystem of innovation that allows us to develop and deliver best-in-class experiences to our customers. We will continue to develop these capabilities and support, connect and serve our customers in the channels that work best for them.
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