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.