Designing CX for Every User

This episode features an interview with Jennifer Lang, VP of Customer Experience, Innovation and Insights at TD Bank.  Over her six years at TD Bank, Jennifer has focused on understanding the TD customer experience and how to improve it.  In this episode, Jennifer shares the importance of having different perspectives at the table, applying universal design to CX and setting a long-term CX strategy during a period of great change.

Quotes

“Our work is multidisciplinary.  And to be able to excel, we need different perspectives.  We are deliberate in making sure we not only have a diversity of cultures, but a diversity of thought and experiences.  Then you have to actively ask for different perspectives in your meetings and be okay when people don’t agree with you because it will help you get to a better outcome.”

Time Stamps

[1:20] Intro

[2:08] Interview begins

[2:57] Background on CX at TD Bank

[8:31] Building a diverse team

[16:20] Accessibility as part of CX

[25:43] Getting company buy-in on investing in CX

[29:13] The secret sauce of great CX

[32:06] The future of CX at TD

[35:40] Recovering from a mistake

[38:52] How COVID has affected consumer behavior…for the better

[44:54] How to expand your brand through proactive outreach

[47:39] Lightning round of questions

Links

Find Jennifer on LinkedIn

Thank you to our friends

This episode is brought to you by IBM. If you are responsible for Customer Experience, they’ve created a White Paper just for you. In the CX North Star Report, you can learn more about how to activate your CX vision. Download it here.