Designing CX for Every User with Jennifer Lang, VP of Customer Experience, Innovation & Insights at TD Bank

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


Bio: 


Jennifer Lang began her career working on the research-supply
side at Compass Research and Ipsos. She then switched over to the
client side, working on CBC's research team for 10+ years, where
she ultimately became Chief of Staff for the Office of the
Executive Vice President. Jenn is currently Vice President at TD
Bank and oversees the Customer Insights and Experience
department, Customer Journeys, and Diversity.


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


Links:


Find Jennifer on LinkedIn