![]() All at once, Mike and his team had to accelerate their digital transformation efforts. That created a huge influx of demand for online banking services. Like many other countries around the world, the UK implemented strict lockdown measures, and some branches had to close temporarily. After carefully testing and vetting the form with internal stakeholders, the bank was ready to go live. In early 2020, TSB Bank had just completed a successful proof of concept (POC), using Adobe Acrobat Sign and Adobe XD to create a self-service form allowing customers to close a bank account. Just how much faster would soon become clear. As customers looked for more self-service options online, Mike and his team knew the slow process was no longer viable. But because TSB Bank relied on an external agency to update them, making changes was slow. Some of the forms supporting these activities were already on the bank’s website. And doing it all with the choice of their preferred channel - digital or in a branch. That means making daily interactions as smooth as possible and streamlining the sometimes mundane, yet critically important, processes customers rely on to manage their money. “When it comes to their financial health, customers want journeys that are simple and flawless.” “Banks sometimes assume customers want bells and whistles, but they don’t,” he says. “For me, this includes a focus on being ‘digital inside and out.’”ĭelivering the experiences customers demandĪs TSB Bank launches products and services across digital channels, Mike’s job is to make sure digital experiences are easy, intuitive, and centred on customers. ![]() “Our purpose is to provide money confidence for everyone, every day,” says Suresh Viswanathan, Chief Operating Officer (COO) at TSB Bank. It expects 75% of its customers to use online banking over the next few years, and it knows going digital is the key to staying competitive. It has more than 5 million customers across the UK, from consumers to small and medium-sized businesses (SMBs). The goal? TSB Bank wants to serve customers better. His team - a group of “empowered, curious fixers,” as he calls them - has made enormous strides in creating seamless customer journeys online. As the director of analysis and design at London-based TSB Bank, Mike is helping to drive the bank’s three-year digital strategy, including a £120 million investment in digital channels and self-service options. Lately, Mike has had a lot to feel good about. “When those two things come together, you can really have positive impacts on customers. 2065.Mike Gamble is passionate about building great customer experiences and working with people who enjoy what they do. ![]() Lloyds TSB Bank plc Registered Office: 25 Gresham Street, London EC2V 7HN. Lloyds TSB Bank plc and Lloyds TSB Scotland plc are authorised and regulated by the Financial Services Authority and signatories to the Banking Codes. Lloyds TSB offers customers a wide range of current accounts, savings accounts, insurance, personal loans and credit cards, designed to meet different customers' needs. These awards are a fantastic recognition of that." Over the years we made sure that our online services do more than simply meet customers' needs and as a result we've seen both our websites and our Internet banking services grow in popularity. This outlines Lloyds TSB's continuing commitment to ensuring customers have access to industry-leading web facilities, helping customers to manage their bank account online.Ĭommenting on the result, Ashley Machin, Digital Banking Director for Lloyds Banking Group, said: "The Internet has fast become one of the most popular ways for customers to get information about financial services and to do their banking. The awards celebrate successes not only in this industry but also in more than 60 others.Īlthough this is the first year .uk has ranked no.1 on the annual listing, has been top of the category for the last four years. The Hitwise rankings are based on the market share of visits among all United Kingdom websites in the category of Business and Finance - Banks and Financial Institutions throughout 2009. These took 2nd, 4th and 8th spots respectively, highlighting a triumphant year for the group's online business across both the Lloyds TSB and Halifax brands. In addition, three other Lloyds Banking Group sites -, and - were also featured in the top 10, cementing LBG's position as leaders in the field of online bank accounts. In the "Business and Finance - Banks and Financial Institutions" category the Group saw its Internet Banking page ( ) take the number one position for the first time. LONDON, ENGLAND, J/24-7PressRelease/ - It has been announced that four Lloyds Banking Group websites have taken some of the top ten positions in the 2009 Experian Hitwise UK Online Performance Awards.
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