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The Future of Branches in a Digital Age

Banking Transformed with Jim Marous

CHAPTER

Empowering Bank Employees in the Digital Age

The chapter explores the significance of training bank colleagues to assist customers in navigating digital banking, emphasizing hands-on experience to resolve recurring issues effectively. It delves into the challenges of empowering employees amidst the increasing digitization of banking services and highlights strategies employed at TD to provide employees with the necessary tools and data. The conversation also discusses the evolving role of branches, training techniques, the changing preferences of Gen Z customers, and efforts to make the digital banking experience more personalized and human-like.

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