TD Bank Group (TD) has introduced new virtual reality (VR) tools to enhance employee training and connectivity across North America. These tools are part of TD's strategy to leverage innovative technologies for better customer service and employee experiences.
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Improving customer service training
In partnership with Strivr, an enterprise VR platform, TD launched a VR pilot for customer service training in branches. Conducted from November 2023 to May 2024 in 20 branches in Ontario and Alberta, the pilot used VR headsets to simulate everyday customer interactions, focusing on empathy, personalized advice, and recognizing unconscious bias.
Michael Thompson, Vice President of Customer Advice and Colleague Capabilities, Canadian Personal Banking at TD, highlighted the benefits: "Simulating customer interactions in VR helped both new and experienced colleagues enhance their skills, retain knowledge better, and build confidence."
Survey results from the pilot were positive:
• 80% of participants found VR more effective than traditional training.
• 93% reported high or very high information retention.
• 90% felt confident applying their learned skills in real-world situations.
Following its success, TD plans to extend this VR training to 10 TD Bank stores in Greater Philadelphia and New Jersey between June and August 2024.
Connecting early talent
TD also expanded its VR program for early talent in collaboration with Remio, a VR platform for remote team building. Initially piloted in Canada from January to April 2023, the program included 80 co-op and intern students and 26 analysts in the U.S. in 2024.
Participants used VR headsets for activities such as:
• Virtual networking in spaces designed for coffee chats and games.
• Team-building exercises like puzzle races and escape rooms.
• An innovation challenge with Meta on VR's business potential.
Jennifer Sanders, Associate Vice President of Human Resources, Talent Acquisition, stated, "We aim to attract top talent by offering meaningful experiences that help develop valuable skills for the future. Expanding our Early Talent VR Experience connects new graduates across our U.S. footprint through immersive experiences."
These VR initiatives, developed through TD Invent, demonstrate TD's commitment to using emerging technologies to create engaging, human-centered experiences for employees and customers.
