Designing Trust: TD Bank’s Human-Centered Innovation
In this episode of Simply CX, Nicole sits down with Imran Khan, Head of Innovation and Design at TD Bank, to explore what it means to stay human-centered in a world of rapid AI transformation and generational change.
Imran shares how TD Bank is designing intuitive, intelligent experiences that serve both customers and employees—from real-time AI support for call center agents to the groundbreaking Roblox game “Treat Island Tycoon,” which teaches kids money skills through play. They also discuss accessibility innovation, cross-generational loyalty, and how CX teams can stay focused while experimenting in an overwhelming tech landscape.
Whether you’re building with Gen Alpha or Gen X in mind, or navigating how AI reshapes your employee experience, this conversation offers a practical, inspiring look at what it means to innovate with people—not just platforms—in mind.
You’ll walk away with:
- How to balance personalization and scale in the AI era
- Why gamification and financial literacy matter for CX
- What TD’s accessibility adapter can teach us about inclusion
- The importance of triangulating data, design, and emotional insight
🎧 Produced by Larj Media
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If you have questions or comments about CX email us: SimplyCX@microsoft.com
Mentioned in this episode:
- Treat Island Tycoon – TD Bank’s financial literacy game on Roblox
- Accessibility Adapter – Free, customizable web experience tool from TD