Case Study

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

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

May 30th, 2017
Joana de Quintanilha, VP, Principal Analyst
Joana de Quintanilha VP, Principal Analyst
Oliwia Berdak, VP, Research Director
Oliwia Berdak VP, Research Director
With contributors:
David Truog , Diego Lo Giudice , Edoardo Zavarella , Benjamin Ensor , Alex Causey , Gabriella Zoia , Laura Glazer

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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