The Experience Perspective: An Ipsos Podcast

Author: Ipsos

Join us as we dive deep into the world of CX and Channel Performance with industry experts and practitioners. Each episode of The Experience Perspective offers practical advice and insights for measuring, managing, and designing exceptional customer experiences. Whether you're in mystery shopping, channel optimisation, or passionate about understanding customer journeys, this podcast is your go-to resource for driving business success through customer-centricity. Subscribe now and elevate your game! Questions/Comments: ExperiencePerspective@Ipsos.com www.ipsos.com
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Language: en

Genres: Business, Marketing

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Season 10, Episode 1: Making Banking More Human How TD Bank is Using CX to Differentiate Through Empathy, Simplicity and AI
Wednesday, 12 August, 2026

In this episode of The Experience Perspective, host Helen Bywater-Smith, Global Head of CX Advisory at Ipsos, is joined by Andrea Marsales, Associate Vice President, Client Experience Practices at TD Bank, and Mario Caceres, Client Partner at Ipsos Canada, for a conversation on the evolving role of customer experience in financial services. As competitive pressures grow, in a challenging context and digital-first challengers reshape customer expectations, Andrea shares how TD Bank is pursuing its ambition to become the “undisputed leader” in customer experience. The discussion explores the bank's shift to journey-led thinking, the importance of understanding customers' life moments rather than products and channels, and how TD is bringing its brand promise of being “Remarkably Human, Refreshingly Simple” to life. Together, Helen, Andrea and Mario discuss the growing importance of emotional connection, the balance between AI and human interaction, and why the future of banking will belong to organisations that combine technology, trust and empathy to help customers navigate an increasingly complex world. A must-listen for CX leaders looking to create meaningful differentiation through experience.