Lloyds Bank: Transformational customer experience strategy
Client
Lloyds Bank
Expertise
Agile Workplace · Customer Experience · Digital Activation · Digital Connectivity · Research
The Challenge
The way people do their banking is evolving fast. Branch purpose needs to have the ability to flex to meet local customer drivers, differentiate from competitors and blend seamlessly with digital throughout every point in the customer journey.
The Idea
An operational model of four formats plus a mobile bank to deliver an optimised network, supporting a digital first strategy.
Ensuring colleagues are able to spend time nurturing and building relationships. Lloyds Bank are first to market for a connected omnichannel experience for the Lloyds Banking Group, helping Halifax and Bank of Scotland land a similar strategy at pace.
Let's talk about a future project
Head Office
15 Weller Street
London
SE1 1QU
United Kingdom
