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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

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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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