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Oct 11, 2018

TD aims for 90% of transactions to be self-serve in digital push

TD Bank

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Toronto-Dominion Bank wants customers to complete nine out of every 10 routine transactions on their own within three years.

“Today in Canada we have 81 per cent of financial transactions done on a self-serve basis, which is digital and ATM,” Rizwan Khalfan, chief digital and payments officer at Canada’s largest lender, said in an interview. “We’re targeting 90 per cent.”

Toronto-Dominion highlighted its technological efforts at a media event in Toronto on Wednesday, including a refreshed mobile banking app that draws in information tailored to a client’s interests, and advances from its January acquisition of artificial intelligence firm Layer 6 Inc. The Toronto-based bank, which has 12 million digital customers and 7.5 million mobile clients, touted the use of personality tests to customize wealth-management advice.

Toronto-Dominion set three-year targets for increasing digital sales of banking products, including credit cards, mortgages, checking accounts and mutual funds, in Canada and the U.S. The bank gets 10 percent of sales from digital channels in Canada, compared with 21 per cent in the U.S., where it operates a retail banking network from Maine to Florida.

“We want to get both sides of the border to 30 per cent,” Khalfan said.