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For Customer Experience Professionals

Case Study: Lloyds Banking Group's Journey-Focused Digital Transformation

How A Journey-Led Approach Led To Delivering Higher Customer Value

May 30, 2017


Why Read This Report

In 2014, Lloyds Banking Group (LBG), one of the UK's leading financial services firms, embarked on a three-year digital business transformation to go beyond digital experience enhancements and deliver greater customer value. In this case study, we examine how LBG, with a £502 million budget and a focus on overhauling 10 key customer journeys, changed how it's organized to rapidly adapt and respond to future customer needs. After reorganizing, LBG is seeing £500 million in savings and revenue increases.

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Table of Contents

  • Situation: Lloyds' Digital Transformation Wasn't Going Far Enough
  • Vision: Use A Customer-Journey-Centric Lens
  • Execution: The Group Transformed How It Delivers Change
  • Results: LBG's Transformation Is Delivering Across The Board
  • Next Steps: Make The New Operating Model Business As Usual
  • Recommendations

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

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