On-demand webinar

Hear from representatives from Lloyds Banking Group’s – Insurance, Pensions and Investments division and Genesys as they discuss customer and employee experience in today’s experience economy.

In today’s experience economy, exceptional customer experience isn’t just about external touchpoints—it begins with empowering your employees. Customer expectations across Europe are shifting at unprecedented speed, demanding personalised, seamless, and secure omnichannel experiences as the new baseline for competitive success.

In this exclusive session, discover how Lloyds Banking Group, Insurance, Investments and Pensions is pioneering the future of customer experience by recognising that employee experience is the foundation of customer satisfaction. Through strategic AI implementation and cultural transformation, they’re proving that investing in your people is the most direct path to customer delight.

Key themes explored:

• Results of Genesys State of Customer Europe Report – “76% of leaders in Europe say that “keeping pace with rising customer expectations” is their biggest challenge”
• AI Strategy & Human-Centric Approach – “Use AI for the ordinary to make our humans extraordinary.”
• Digital Transformation Strategy – “Don’t just lift and shift what you have today… There’s no point in using a platform that’s got such powerful AI driven experiences.”
• Employee Experience & Cognitive Load – “We probably didn’t realise just how amazing our colleagues were that were on the phones, and actually how much cognitive load they had from moving from system to system, whilst having a really important conversation.