Case Study

Case Study: Lloyds Banking Group Transforms Through 10 Customer Journeys

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

March 16th, 2017
With contributors:
Diego Lo Giudice , Aurelie L'Hostis , Jacob Morgan , Benjamin Ensor , Edoardo Zavarella


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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