In this episode of Simply CX, Nicole sits down with Imran Khan, Head of Innovation and Design at TD Bank, to explore what it means to stay human-centered in a world of rapid AI transformation and generational change. 

Imran shares how TD Bank is designing intuitive, intelligent experiences that serve both customers and employees—from real-time AI support for call center agents to the groundbreaking Roblox game “Treat Island Tycoon,” which teaches kids money skills through play. They also discuss accessibility innovation, cross-generational loyalty, and how CX teams can stay focused while experimenting in an overwhelming tech landscape. 

Whether you’re building with Gen Alpha or Gen X in mind, or navigating how AI reshapes your employee experience, this conversation offers a practical, inspiring look at what it means to innovate with people—not just platforms—in mind. 

You’ll walk away with: 

• How to balance personalization and scale in the AI era 
• Why gamification and financial literacy matter for CX 
• What TD’s accessibility adapter can teach us about inclusion 
• The importance of triangulating data, design, and emotional insight 



🎧 Produced by Larj Media 

📩 For more CX insights, follow Nicole on LinkedIn 

If you have questions or comments about CX email us: SimplyCX@microsoft.com 

Mentioned in this episode: 

• Treat Island Tycoon – TD Bank’s financial literacy game on Roblox 
• Accessibility Adapter – Free, customizable web experience tool from TD