Nagla Thabet

Insurance, Pensions and Investments Customer Services & Transformation Director Lloyds Banking Group

Day One

3:15 PM EXPERT PRESENTATION: Transforming Customer & Colleague Journeys to Deliver Better CX

As customer expectations continue to rise, meaningful improvement in Customer Experience comes from end to end transformation - not isolated fixes. This session explores how IP&I at Lloyds Banking Group is transforming customer and colleague journeys by simplifying processes, investing in people, and redesigning experiences around our customer needs.

Nagla will share how focusing on journey outcomes and colleague enablement is helping teams deliver more consistent, trusted experiences for customers - while making it easier for colleagues to do the right thing, first time. The session will highlight how strong governance, clear accountability and continuous improvement come together to drive sustainable CX impact at scale.

Check out the incredible speaker line-up to see who will be joining Nagla.

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