The data foundation for AI ROI
15 September 2026
| Free CX Network Webinar Series
Customer-obsessed and results-driven, Louise bring over 20 years of experience leading customer experience, CRM, and marketing strategies across major UK and global brands. She is currently leading a Customer Journey Management roll out at Lloyds Banking Group.
Previously, Louise held senior roles at TUI Group and Sainsbury's where she led Group wide CX teams, launched award-winning customer-centric culture programmes, embedded Journey Management practices, and aligned CX strategies across multiple international markets.
Louise consistently delivered impact through strategic vision, stakeholder influence, and a deep understanding of customer needs whilst also driving measurable improvements in customer satisfaction, commercial metrics and operational efficiency.
Certified as a Customer Experience Professional (CCXP), Louise is passionate about using insight, design thinking, and collaboration to create experiences that truly resonate with customers. She thrives on leading high-performing teams, driving transformation, and championing the voice of the customer at every level.
15th September, 2026
12:30 PM Turning customer journey maps into a living source of insight
While many organizations may know how to map a journey, not many keep those maps alive once they've been drawn. As Louise Williams, Customer Lifecycle Management Lead at Lloyd's Bank says, many teams "map it, put it in a drawer and forget about it". True value, however, comes from treating journey management as a circular and ongoing process, layering key metrics and insights to expose pain points and regularly reviewing to monitor progress.
Williams is building this capability at Lloyds Banking Group on an unusually large scale, encompassing all of the brands under the umbrella and across every product. A key part of keeping maps genuinely live is measurement, and in this session, Williams will share the framework and metrics she uses, and how metrics are agreed upon among disparate teams and for individual products. She'll explain how to combine experience, behavior, value and inclusivity to guide the most effective journey measurement and mapping.
Attendees will learn:
- How to move from one-off journey mapping to a live management loop, keeping maps current and tied to delivery.
- How to build a measurement framework that balances cross- and individual- journey metrics to prove the effectiveness of CX design
- Implementing journey management and live maps at scale across multiple brands and product lines
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