TD Bank Group employs more than 90,000 workers and serves around 27 million customers in Canada, the U.S., and around the world. The company's chief digital officer Rizwan Khalfan spoke to the Star from TD Tower in late March:
It would be far too easy for Rizwan Khalfan to spend his time at TD Tech Day, a buzzy showcase of the bank’s latest tech initiatives, going into the finer details of the metaverse meeting rooms and adaptive keyboards on display.
With a suite of experts on everything from social anthropology to psychology, TD is trying to leverage its understanding of its customers to build the best services possible. But it isn’t an easy time to build trust as a bank. Canada’s oligarchic banking sector routinely draws ire from consumers, and the collapse of two U.S. banks in as many weeks is unnerving to account holders and bankers alike.You’re both the chief digital officer and chief payments officer.
It’s never been as intense before because everybody is going through some kind of digital transformation. Every industry. Everybody’s going after the same talent. So, winning the war for talent is important. How do we attract the best of the best and retain them on an ongoing basis? How do we empower them? How do we make sure that they can be the best? This is what our investment is all about.
I come in Monday through Thursday, and I walk around the floor, and the initial feedback I’m getting is that the policy is worth it. I can see a trend where, depending on who you are and where you live, you could extend it beyond two in-person days a week. At this point, we’ve asked for two days, and we’ve gotten a good response.
We’re also testing out a few things to give financial advice. If you are an advice client, could we have a room, designed for you, where you can see your whole financial portfolio — and your adviser is there? You could be in a physical room, but let’s say you are in a cottage in Blue Mountain and don’t want to come to Toronto. You could use the metaverse to create a room and feel like you’re having an interaction with all of these data analytics around you that you can effectively touch.
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