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Jake Fowler

Hyperpersonalization in a Pandemic – Inside TD Bank's unique approach to Customer Engagement during COVID

Recorded On: 06/23/2020



John Thomas, Executive Vice President, Global Innovation Head, TD Bank
Steve Gillin, President, Relay Network


With a forced digital transformation knocking at their front doors, many banks were surprised to find that their organizations were under-equipped to respond to COVID-19's impact on the traditional banking model. Traditional methods like apps and online banking left many banks in a reactive state, struggling to engage with customers proactively, deliver a personalized experience, or update content quickly enough during times of rapid change. 

For TD Bank, however, its progressive digital foundation provided the agility and flexibility to respond to COVID-19 in near real-time, even leveraging a new channel to augment the digital customer experience with dynamic, individualized content based on each customer's current needs.  

Join John Thomas, Executive Vice President, Global Innovation Head at TD Bank and Steve Gillin, President of Relay Network, to learn how TD Bank, America’s Most Convenient Bank, is using modern mobile technology to take customer-centricity to the next level. They will address key findings from the personalized mobile engagement program, and recommendations for other banks to consider to help drive customer satisfaction, loyalty and lifetime value.


  1. Key trends that are shaping the need for more personalized, convenient customer experiences.
  2. New modern mobile technologies that are empowering banks to deliver these experiences with greater speed, agility and impact on 1:1 basis.
  3. Findings from the mobile engagement program, including experiences proven to help build trust and value.


  1. Gain invaluable insights on the future of digital banking from the Global Head of Innovation at a top 10 bank.
  2. Learn the value of personalization and gain a roadmap for incorporating it into your own digital strategy without disrupting your existing processes.
  3. Take away tangible best practices that will help you drive greater engagement, adoption of existing resources, and higher customer lifetime value.

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Steve Gillin

President, Relay Network

Steve is the President of Relay Network where he oversees business development, client relationship management, legal, and compliance. Under his leadership, Relay has helped some of the nation’s largest financial institutions improve customer engagement, loyalty and satisfaction with its TCPA-compliant, personalized mobile engagement platform.

Prior to Relay, Steve managed BAC’s Financial Institution and Brokerage businesses, a $10 Billion white label credit card portfolio for 250 financial institutions, credit unions, and brokerage partners including Charles Schwab Bank, Fidelity Investments, and Edward Jones. Steve is a licensed attorney admitted to the Pennsylvania Bar and spent six years practicing general corporate law and litigation.

John Thomas

Executive Vice President, Global Innovation Head, TD Bank

John Thomas has more than 25 years of experience in various service industries including digital media, marketing technology, ecommerce, and financial services. His expertise lies in the areas of digital advertising, consumer technology and marketplaces, consumer and business payments, and scaled business transformation.

John is responsible for Enterprise Innovation and Business Architecture at TD Bank Group. In this role, he leads a best-in-class center of excellence for innovation, creating a sustainable program to drive business transformation globally for TD. He also leads the bank's ventures investment fund, US personalization and insights strategies, and US customer retention.

John joined TD Bank from Amazon and prior to Amazon, John was the Global General Manager of the Digital Business Group at hibu PLC, an international media and advertising company. John also has over 20 years of banking experience in R&D, payments, product and channel management at numerous companies.


06/23/2020 at 2:00 PM (EDT)  |  Recorded On: 06/23/2020
06/23/2020 at 2:00 PM (EDT)  |  Recorded On: 06/23/2020