Review Kevin Grant's projects, roles and portfolio.
2017 - 2018
AI-Enhanced Guided Conversations: AI-augmented agent desktop tools that help guide contact centre specialists through complex sales and advice conversations with contextual information, prompts, and predictive analytics. (April 2016 - July 2018)
2017 - 2018
TD corporate group (U.S. and Canada) that leads the organization and employees through market disruption and best practices in Continuous Innovation Management and agility.
2016 - 2018
Created and managed the TD North American Contact Centre Innovation Roadmap (U.S. and Canada). Developed the continuous innovation delivery strategy to complete effectively, innovate, and deliver a legendary customer experience.
2015 - 2018
R&D Innovation Lab Manager (North America)-- manage R&D Innovation Lab Proof of Concepts, maintain the innovation lab pipeline, develop strategy, implement change management, design customer journeys, and lead test and learns. Develop innovative approaches to delivering legendary customer experiences through Artificial Intelligence (AI) and disruptive FinTech innovations.
2015 - 2017
Enterprise Secure Chat with Advanced Routing: secure chat within the contact centre and advanced digital conversation routing (Dec 2015 - Feb 2017) [Successful PoC deployed into production.]