Season 5: Episode 5 – Hear from Jasper Lam, CX leader at TD Bank in Canada

We are delighted to welcome Jasper Lam from TD, which serves 24 million customers around the globe, and is the sixth largest bank in North America, by branches. TD’s mission is to give clients the best banking experience possible, every day.  Jasper’s team is responsible for Customer Experience Strategy, Customer Experience Measurement and Analytics, CX Metric Operations and Transformation, and the Customer Journey Framework.  We’re also joined by Ray Kong, a President in our IpsosClient Organisation, and he’s previously led our CX business in South Africa and Canada – so also a man who knows a thing or two about CX!

Jasper and Ray share their views on how customers’ needs and expectations have changed over the past few years, great examples of organisations who are ‘getting it right’ (Shaun at buybuy Baby, please tell us you’ve heard Jasper’s story about the great experience you delivered!), and how TD Bank creates the culture that enables their staff to deliver that ‘legendary service’.  We know Ben Page will certainly appreciate the ‘culture eats strategy for breakfast’ (Drucker) reference!  Jasper and Ray also give the lowdown on customers’ changing relationships with money and their banks, how the ‘value equation’ is evolving, and what that means for brands.  We’re already looking forward to Jasper coming back to talk more about CX and EX.  There are so many quotes I could pluck from this interview – enjoy!

Find out more about our latest Ipsos CX and Channel Performance thinking.