Summary
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 focused on overhauling 10 key customer journeys, changed how it’s organized to rapidly adapt and respond to future customer needs, and created cross-functional customer journey labs. After reorganizing, LBG is seeing £500 million in savings and revenue increases.
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