centricity at the forefront
If there’s one industry that understands disruption, it’s food delivery. Seemingly overnight the market evolved from a phone call to the local pizza place, to having choice from the city’s finest restaurants in the palm of your hand tracked minute by minute delivered to your door.
Everyone talks about being a customer-centric organisation, but Canadian TD Bank really lives that day in and day out. After 22.5 million views on their viral YouTube with their ‘Automated Thanking Machine’, TD Bank really hit the nail on the head. But becoming truly omni-channel means every step of the customer journey must be addressed. Here we talk to Alexander Zabradi, Assistant Vice President of Branch Effectiveness at TD Bank