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Case Study: Lloyds Banking Group Transforms Through 10 Customer Journeys

Embrace Digital Business Transformation That Delivers Customer Value And A New Operating Model

March 16, 2017

Why Read This Report

In 2014, Lloyds Banking Group, one of the UK's leading financial services firms, embarked on a three-year digital business transformation with a £502 million budget. The transformation has gone beyond digital experience enhancements to reach the goal of becoming the best bank for customers. Digital leaders, read this report to learn how the group is overhauling 10 key customer journeys, establishing a new operating model to rapidly adapt and respond to future customer needs, and delivering savings and revenue increases to the tune of £500 million over three years.

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Table of Contents

  • Situation: Lloyds Banking Group Wanted To Digitize The Bank
  • Lloyds Banking Group Aims To Become The Best Bank For Customers
  • Best Practice: The Group Transformed How It Delivers Change
  • Results: LBG's Transformation Is Delivering Savings And Revenue
  • Next Steps: The New Operating Model Becomes Business As Usual
  • Recommendations

  • Don't Let The Transformation Overwhelm You
  • Supplemental Material
  • Related Research Documents

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