- il y a 2 jours
From Hype to Human: Where Intelligence Meets Intention
Catégorie
🤖
TechnologieTranscription
00:00Bonjour à tous !
00:04Bonjour à tous !
00:05Bonjour à tous !
00:05Vous devez savoir que nous travaillons pour Maurice.
00:08Oui !
00:08Il faut faire ce qu'on appelle le coquet.
00:10Il faut faire ce qu'on appelle le coquet.
00:12Il faut faire ce qu'on appelle ça.
00:12Merci beaucoup pour être là.
00:14C'est un grand plaisir de vous avoir.
00:16C'est la première fois à VivaTech, je pense.
00:18Je pense que je suis à beaucoup de conférences dans le monde.
00:22Et c'est ma première fois à VivaTech.
00:25La vie, l'énergie, la participation, les speakers.
00:30Et, importantement, la tech.
00:32C'est world-class.
00:33So, congratulations à VivaTech.
00:35Et à vous.
00:36Je sais que vous jouez un grand rôle en hostant.
00:38Je pense que Maurice est le goadien.
00:40Il n'y a rien.
00:41Il n'y a rien.
00:42Il n'y a rien.
00:42VivaTech est Maurice.
00:44Mais, vous savez, je ne pense pas que c'est une coïncidence
00:47que Canada est la VivaTech de l'année.
00:50Il y a beaucoup de raisons.
00:51Parfois, je vous invite tous à aller à la canadienne de l'innovation.
00:55C'est génial.
00:56Vous devriez passer du temps là.
00:58Je pense que ma première question dans ce monde
01:01qui devient plus compétitif chaque jour
01:03est ce qui fait le Canada meilleur en l'innovation
01:07que la plupart des pays de l'innovation,
01:09et particulièrement votre cousin de l'Union.
01:15J'ai pas de savoir plus.
01:16J'ai pas de savoir plus.
01:17J'ai pas de savoir plus, c'est un moment pour moi
01:18comme un Canadien
01:19de pouvoir aller à la canadienne de l'innovation.
01:21Hopefully, tous vous avez voulons là.
01:23Si vous avez voulons,
01:23si vous n'avez pas,
01:24pas de verre.
01:25Donc, Artur,
01:26quand je venais là,
01:27je me sentis que j'ai vouluir
01:28de l'innovation,
01:29car j'ai été dans l'innovation
01:32pour 10 ans,
01:34en Canada.
01:35Et quand je venais là,
01:36j'ai only qu'à un dernier,
01:37qui me dit que j'ai dû 6 mois à Paris
01:39à VivaTech
01:40to learn about Canadian start-ups.
01:42The innovation ecosystem is robust,
01:45it's been growing in Canada.
01:46I'd highlight three things.
01:48Number one, top-tier talent.
01:50Coming from extremely good schools
01:53in the engineering discipline.
01:55Number two, it's about having an ecosystem
01:58that's constantly collaborating
02:00between industries, start-up, between academia,
02:04and we have incubators, we have accelerators,
02:07kind of growing that start-up community.
02:10Extensively.
02:11And then, finally, for Canada,
02:14it's really about making sure
02:16that the top-tier talent gets the opportunity
02:20to commercialise it.
02:22This is where I think we have such a good opportunity
02:25between France and Canada.
02:27And the Canadian pavilion at VivaTech
02:29is a good platform to form those partnerships.
02:32So the Canadian start-ups can get access
02:34to Europe through France,
02:35and importantly, the French start-ups
02:38get access to North America through Canada.
02:42I mean, first of all, I will agree.
02:43I spend most of my time in the U.S.,
02:45but every time I'm in Canada,
02:47I love the people, I love the mentality.
02:49I see if Google is there,
02:50we have our team that is there.
02:52And I think it's a place we should never forget
02:53that tech is first about people.
02:55And second, and I think this is why it's so interesting
02:58for you guys to go there,
02:59is that Canada, as France,
03:01we are challenger in this environment.
03:04And I think there is a big advantage
03:06because it forces you to be even more innovative,
03:09and I think this is the spirit of your country,
03:11and, by the way, the spirit of TD.
03:13And this is where I would like to go.
03:15For those people that know well
03:16about business and digital transformation,
03:19I think that financial services
03:21is definitely one of the most interesting industries
03:24when it comes to transformation.
03:26Every bank has been through its own transformation
03:29if they don't want to die.
03:30And I think that TD has been ahead of the curve
03:33in many ways.
03:35Could you tell a bit about your transformation?
03:38What are the main points?
03:40And maybe for this audience,
03:41and you see there is a lot of young people in the room,
03:43what can they take as a learning
03:45for what is coming next for them?
03:46So I've been privileged to lead digital innovation at TD
03:51for over 10 years.
03:52And so you get to see the whole life cycle
03:54and make an impact on a sustainable basis.
03:57TD has 18 million active digital customers
04:00in North America.
04:01In Canada, we have close to 10 million,
04:04out of which 8.3 million are active mobile customers.
04:07They're engaging with us on a daily basis.
04:11Over 90% of all our customer interactions are digital.
04:15So we are a massive digital bank.
04:18And the way we kind of evolved is
04:22we took our physical presence,
04:25which was all about enriching the lives of our customers,
04:29enabling our colleagues,
04:30and making sure we make an impact in the community.
04:33We translated that into the digital world
04:35by keeping the customer in the center.
04:38And the things that I reflect upon were key,
04:41were number one, we've got to get the best talent.
04:43I remember 10 years ago,
04:46I was hiring neuroscientists, psychologists, anthropologists.
04:50They'd never worked in a bank.
04:51But you need that talent to challenge you.
04:54And then you create an environment
04:55where they can actually progress.
04:57They can actually see a career
05:00and have practices that give them outcome.
05:04Because smart people want to deliver stuff.
05:06You can't basically bring them in the bank
05:08and then they get bogged down by bureaucracy.
05:10So we created an environment for them
05:12that could be more agile.
05:13And then we figured out that, look,
05:16capabilities is one thing,
05:17but you need to package the capability
05:19into an experience that differentiates you.
05:22So customer experience in the digital world
05:24was delivered through human-centered design.
05:26We worked with publicists quite closely
05:29to develop those experiences.
05:31Quite closely and very well, by the way.
05:34And that basically started to give us
05:36the competitive advantage
05:37that this is not only about delivering
05:39banking products and services
05:41on a digital channel,
05:43but we can actually start to have a conversation.
05:45And so when you put all those together,
05:47those are the key elements
05:49of how we've actually created
05:50a sustainable digital bank.
05:52I think the next phase is really exciting.
05:55It's less about distribution
05:57because we feel like we've got that cold.
06:01It's about end-to-end digital,
06:03where digital is the core.
06:05And you're driving customer conversations,
06:08you're guiding them,
06:09harnessing the power of data,
06:12making sure that you're using
06:13human-centered design in the AI world.
06:16A lot of people,
06:16I know when I talked across the VivaTech,
06:19are talking about the UI for AI.
06:21That's going to be super important
06:24because AI is going to be enabled,
06:25but how do we consume it
06:27is going to be even more important.
06:29And finally, I would say that
06:31when you get the data,
06:33you get the design,
06:36and then you power it with AI
06:38from a decisioning perspective,
06:40I think you can start to have a conversation
06:42that can guide customers
06:44on a day-in, day-out basis
06:45towards their financial goals,
06:47objectives, and aspirations.
06:49I mean, I'm going to get fired by Maurice
06:52if I don't ask a specific question on AI.
06:55Oh, okay.
06:56I have to stay on this topic.
06:58We've been saying for a while
07:00that it's time to remove the BS out of AI
07:04because there is a lot of things
07:05that it seems that AI could be a solution
07:07on the problem of everything,
07:08which is not the case.
07:10But what is fascinating about AI today
07:13and where I guess is at the core
07:14of your transformation
07:15is that at the end,
07:17AI is data talking to data.
07:20and the reason why a company like yours
07:23have a big leverage with AI
07:25is because you come from a service business
07:28where you know a lot about your customer
07:30and if you're able to connect
07:32all the data you've got about them,
07:34then you can build this consumer journey
07:36better than anyone else.
07:37The question is how are you able
07:40to break the silos within your own organization
07:43to make sure that innovation, intelligence, data
07:47can flow through AI around the entire organization
07:51in two very important countries.
07:53I'll pick up two points.
07:55I think you actually described
07:57what we define as the architecture
08:00of how we deliver these best-in-class experiences.
08:04there is no AI without data
08:08just to begin with.
08:09So I think of the architecture in four Ds.
08:13If you want to remember this,
08:15the first D is data, as you mentioned.
08:17We need to make sure
08:18we have large amounts of data
08:19in the financial sector
08:21and we need to make sure
08:22it's accessible to the services that consume it.
08:25So making sure that your data
08:27is available on the cloud
08:28and then algorithms can start
08:31to kind of use that data
08:32in a way that you want.
08:33The next D is decisioning.
08:37Decisioning is all about
08:38bringing your models together.
08:40Now we are like, look,
08:41in this transformation,
08:42we could create a mess.
08:44We need an architecture
08:45to manage the life cycle of these models.
08:48It could be internal models,
08:49it could be external models,
08:50but you need an architecture
08:53that brings these models
08:54so that you can test it out,
08:55connect it to the data
08:56and ensure that you are able
08:58to use it for solutioning.
08:59The third D is design.
09:03Human-centered design is critical
09:05because how you deliver that experience
09:07based on the data,
09:09you can anticipate the customer's need,
09:11but you need to package it
09:12into an experience.
09:13And the final D is distribution.
09:15Distribution is,
09:16we have multi-channels,
09:18we have proprietary channels,
09:19we have paid channels,
09:20we have third-party channels.
09:22TD, you know,
09:23we actually render ourselves,
09:24we render ourselves
09:26on the Amazon platform.
09:27when you're checking out
09:28and your TD customer will say,
09:30hey, look, you have points.
09:32Why don't you use your points to check out?
09:33And that's been super successful.
09:35So if you think about the architecture,
09:37those are the four Ds
09:38that you want to think about.
09:39The next thing I'd say
09:40is that you need the talent.
09:42We want to partner
09:43with folks who have the expertise.
09:45What we did is we acquired
09:47an AI company seven years ago
09:49because we couldn't attract
09:51the AI engineers.
09:52and when we acquired
09:53this company,
09:54this company has grown
09:55tenfold within the TD firewall
09:57and it's changed our mindset.
10:01Now, everybody at TD understands
10:03how do you use data and AI?
10:05What is the right solution,
10:07you know,
10:07to basically apply
10:08what kind of AI?
10:09Is it conversational AI?
10:11Is it predictive AI?
10:12Is it generative or agentic AI?
10:13And so having that expertise
10:15allows us to navigate
10:16to figure out
10:17how do we want to serve
10:18our customers in this world?
10:20Right.
10:21I've got just a side question
10:23on that,
10:23which is I believe that
10:25as we are in the CMO forum
10:28and talking about marketing,
10:29yes, it is about the data
10:31because without the data,
10:32AI is useless.
10:34It is about technology
10:35that can really create
10:37a single structure.
10:38It's also about creativity
10:41and bringing the emotional value
10:43of the brand
10:44in what is a highly
10:45fragmented environment.
10:46Can you talk just a bit
10:47about the TD brand?
10:48because, you know,
10:50I'm a French guy
10:51lost in New York
10:52most of my time
10:53and I think that TD
10:55is a brand
10:56that stands out
10:57pretty significantly,
10:58not only because
10:59of the logo
11:00and the green
11:01but because you have value.
11:02Can you talk a bit
11:03about that?
11:04No, absolutely.
11:04Look, I mean,
11:06I'm a technologist
11:07so I can kind of geek out
11:08on technology
11:09quite a bit
11:09as you can see
11:10but we are in the business
11:12of people.
11:14You know,
11:14we are serving people,
11:15we are enabling
11:16our colleagues,
11:17you know,
11:18and we are serving
11:18our customers,
11:19you know,
11:20to reach their aspirations
11:21and we want to make
11:22an impact
11:22on the communities
11:23that we are
11:24and that's a core part
11:26of our values.
11:27I feel that,
11:29you know,
11:29we talk a lot more
11:30about the technology
11:31and the data
11:33but the biggest advantage
11:34of the era
11:35that we are in,
11:36it's going to harness
11:37the power
11:38of human creativity.
11:40Right?
11:41So will there be automation?
11:42Absolutely.
11:43Will there be ways
11:45to kind of take
11:45what takes today
11:46like a marketing campaign,
11:48you know,
11:48may take months
11:48in an incumbent company
11:52and will,
11:53you know,
11:53boil down to days?
11:55That's great
11:55but where is
11:57the human creativity
11:58to make sure
11:59that we are serving
12:00the humans around us?
12:01So that's a core part
12:02of our value
12:03and I think that
12:04we should spend
12:05more time on that
12:06versus just worrying
12:07about the technology.
12:08I think we should
12:08and we should also agree
12:10that the wall garden
12:11that I love sometimes
12:12are very bad at creativity
12:14and that we still
12:15have a big job
12:15to do over there.
12:17A last question
12:17on the model.
12:19So when you have
12:20the data,
12:20when you have the tech,
12:21when you have the media,
12:22when you have the creativity,
12:23you can truly deliver
12:25personalisation at scale
12:26which is the model
12:27we are all looking for.
12:29The question I've got
12:29for you is
12:30you are focusing
12:31on a target
12:32that I love
12:32which is newcomers
12:34to Canada
12:35and every time
12:36I meet a democrat
12:38friend in the US
12:39they are telling me
12:40that they are going
12:40to immigrate to Canada
12:41and by the way
12:42they have a lot of money
12:43so I think a lot of things
12:44to do with those guys.
12:45Can you tell us
12:46in this particular example
12:48which is again
12:49newcomers to Canada
12:50what you are doing
12:51in terms of personalisation
12:52at scale?
12:53Look, I mean
12:54I'll start with personalisation
12:55right?
12:57Like none of us here
12:59want to deal with providers
13:00who don't know us.
13:01we expect
13:02that every provider
13:04you know
13:05whether it's your telco
13:06whether it's your bank
13:06whether it's your retail
13:08that they know us
13:09who we are
13:09what are we trying to do
13:11what journey are we
13:12on our lives
13:13so they can support us
13:15so you start with that
13:16that that is the expectation
13:18and you know
13:19one of the things
13:20that you know
13:21we didn't get a chance
13:22to talk about
13:22is that technology
13:24and I'm old enough now
13:25to have gone through
13:26the internet
13:26and the smartphone
13:28cloud
13:29technology always results
13:31in empowering
13:32us
13:33consumers
13:34and in every case
13:36it changes our behaviours
13:38and preferences
13:39and raises our expectations
13:42from our providers
13:43the mega trend
13:44has always been
13:45rising customer expectations
13:47and for us
13:48it's been
13:49how do we not meet
13:50but exceed our customers
13:51expectations
13:52so when you come back
13:53to personalisation
13:54I think it's not
13:55a nice to have
13:56it's a table stake
13:57yeah
13:58okay number one
13:59number two
13:59you know
14:00when you look at segments
14:01and I'll maybe refer to
14:03the new to Canada
14:04so in Canada
14:06you know
14:07most of us are immigrants
14:08you know
14:09only the indigenous people
14:11can say
14:11that they've been there
14:12for a long time
14:12most of us arrived
14:14in the country
14:14in the last 150
14:15200 years
14:16and effectively
14:18when you come in
14:19you know
14:20you're leaving your home
14:22you're taking a chance
14:23with your family
14:24for a better future
14:26we recognise that
14:27so we reach out to you
14:29before you come to Canada
14:30we help you
14:31with the visas
14:32you require
14:33we help you
14:34if your kids
14:35are going to school
14:36with your student visa
14:37we set up
14:39the whole package
14:40for you
14:40in your native language
14:42and it is a very
14:43specific package
14:44that's you know
14:45specialised for newcomers
14:47and the stories
14:48we hear
14:48because newcomers
14:50after 30-40 years
14:51like myself
14:51you know
14:52I'll always remember
14:53the first credit card
14:55I got from a bank
14:56because the bank
14:57took a chance on me
14:58I was new to the country
15:00I didn't have a credit file
15:01thin credit file
15:03nobody would have given me
15:04even a thousand dollars
15:04but when they take a chance
15:06they actually stay with you
15:07it increases loyalty
15:09improves retention
15:10and deepens the business
15:12we do with that customer
15:13so for us
15:14new to Canada
15:15is a segment
15:15that you know
15:16we actually
15:17specialise
15:18personalise
15:19in the native language
15:20and make sure
15:22that you know
15:23the new to Canada
15:24arrivals
15:25are greeted
15:26like Canadians
15:27and we help them
15:28you know
15:29assimilate
15:30into the Canadian society
15:31they associate
15:32that with TD
15:33that's what we want
15:34so if there are
15:36some American
15:36in the room
15:37that wants to move
15:38to Canada
15:38first you go
15:39to the booth
15:40over there
15:40and then you go
15:41to TD
15:41we'll take care
15:42of everything
15:42for a good price
15:43right
15:43yeah
15:44good
15:45I would like
15:46to finish
15:46on a topic
15:47that I think
15:47is incredibly important
15:48because we are
15:49all here in Paris
15:50celebrating tech
15:51but when we talk
15:53about transformation
15:54we mainly talk
15:55about internal
15:57transformation
15:57for the sake
15:58of our employees
15:59of our client
16:00and our shareholder
16:00but at the end
16:01of the day
16:02what I love
16:02about you guys
16:03is that TD
16:04transformation
16:05is also rooted
16:06into community
16:07and society
16:09and as we still
16:10have four minutes
16:10I want to make sure
16:11we spend a minute
16:12on that
16:12and then a last
16:13question on inclusivity
16:14but first on this
16:15yeah look
16:16I mean
16:16as I say
16:17you know
16:18our commitment
16:19is to enrich
16:20the lives
16:21of our customers
16:22our colleagues
16:23and in our communities
16:25community
16:26is really important
16:27and I'll give you
16:28an example
16:28you know
16:29you want to hire
16:30the best talent
16:31and you want to
16:32leverage their creativity
16:34and yes
16:35banking can be
16:36a lot of fun
16:37but it can also
16:38not be fun
16:38because you've got
16:39a legacy environment
16:39one of the things
16:41that we do
16:42is we give
16:42our colleagues
16:43the opportunity
16:44to innovate
16:45beyond banking
16:47an example
16:47that comes to mind
16:48that I know
16:49me and you
16:49are quite passionate
16:50about
16:50and I'll address
16:51this
16:52you know
16:53two years ago
16:54you know
16:55an institution
16:56called Wellspring
16:57came to me
16:58and said
16:59hey can you
16:59be on the board
17:00and I said
17:01no I can't be
17:01on the board
17:02because I'm already
17:02on eight boards
17:03but I'll help you out
17:04tell me
17:04what do you do
17:06and how can I help
17:07they provided services
17:08in a physical sense
17:10in person
17:10for Canadians
17:12navigating through cancer
17:14and so you know
17:15we kind of ideated
17:16and said
17:16look
17:16what if you create
17:17a digital platform
17:18to provide those services
17:20you'll be able to
17:22serve 10x the Canadians
17:24that you do today
17:25they were serving
17:255,000 Canadians
17:26and then
17:27like any leader
17:29you know
17:30I went to the smart people
17:31in my organization
17:33the designers
17:34the developers
17:34and I said
17:35do you want to help me out
17:36and I got an
17:37overwhelming response
17:39four designers
17:40two developers
17:41started to develop
17:42a platform
17:43a first of a kind
17:44virtual platform
17:45for cancer patients
17:47and we actually
17:48deployed it
17:49for this institution
17:51take a guess
17:52how many Canadians
17:53are using it
17:54our goal was 10x
17:555,000 to 50,000
17:57today over 200,000
17:59Canadians are using it
18:01it's just a small example
18:02of how you can leverage
18:03smart talent
18:05good talent
18:06in a way to have
18:06a big impact
18:07I'd mention
18:08since we're running
18:09out of time
18:09one more example
18:10that you should check out
18:12we created
18:12an accessibility adapter
18:14for our own applications
18:16because a lot of
18:17you know
18:17our colleagues
18:18don't identify themselves
18:20with this ability
18:21but you know
18:22I'm getting older
18:23my eyesight is not as good
18:24as it was 10 years ago
18:25I prefer dark mode
18:27I prefer a higher font
18:28and so we created
18:29an accessibility adapter
18:30and plugged into
18:31our online applications
18:32economically
18:33it made so much sense
18:35because each application
18:36remediation costs
18:37so much money
18:37if you do a plug-in
18:39on the browser level
18:40you're able to address
18:41all the applications
18:43and we saw so much success
18:44we had like
18:46hundreds of thousands
18:47of tens of thousands
18:49of our colleagues
18:50using it
18:50we felt you know
18:52that everybody in Canada
18:53should use it
18:54so we put it on
18:55the Google store
18:57and now Canadians
18:59can use it
18:59and you can imagine
19:00a technology like that
19:02at a bank
19:02you know
19:03you have to go through
19:03all kinds of legal
19:05loopholes
19:05to even get there
19:06to be able to publish
19:07in the open source
19:08but we were able to do that
19:09so just small examples
19:10of how important
19:11community is to us
19:12yeah but I think it's key
19:13and as we're coming
19:14to the end
19:16first is one
19:17let me thank you
19:17so much for this
19:18what I hope you guys
19:20will take out of that
19:21is a couple of learnings
19:22first
19:23TD Bank has been a bank
19:25that has been innovating
19:26for a long time now
19:27but you keep on the pace
19:29in order to make sure
19:30that you can lead the change
19:31and I see what is
19:33really fascinating
19:33about you guys
19:34is you don't rest
19:35on your laurels
19:36you're permanently
19:37changing things
19:38now it's very interesting
19:39to see how many times
19:41you talked about people
19:42at the center
19:43of the organization
19:44and I think we should
19:45never ever forget that
19:47that we can see
19:48all the technology
19:49in the world today
19:49it won't work
19:50without the data
19:51and it won't work
19:52without human talent
19:53at least for a while
19:54I will be retired
19:56way before it arrive
19:57and last but not least
19:59and this comes back
20:00to leadership
20:00and why I think
20:02you are a leading company
20:03is that you go beyond
20:05your category
20:06into things
20:07thanks to technology
20:08that can make
20:10the world better
20:10so thank you very much
20:12for that
20:12viva Canada
20:13as we say
20:14and see you soon
20:16merci beaucoup
20:16merci
20:17thank you
20:18thank you
20:19thank you
20:20thank you
20:20thank you
20:20thank you
20:21thank you
20:21thank you
20:21thank you
20:21thank you
20:21thank you
20:21thank you
20:21thank you
20:21thank you
20:22thank you
20:22thank you
20:22thank you
20:22Merci.
Commentaires