With over 20 years of experience in marketing, strategy, analytics, product management, and digital transformation, George is a senior transformation leader who drives innovation and growth. As the Head of Product for Personalisation at Lloyds Banking Group, he is accountable for managing a large transformation portfolio that delivers cutting-edge data and personalisation capabilities across a variety of channels and products, enhancing customer satisfaction and loyalty.
Customer expectations have evolved. They no longer just want personalised experiences; they demand relevant experiences, delivered at the exact moment of need. This is the power of real-time data activation.In fact, companies leveraging real-time data analytics see an average 25% increase in customer acquisition and retention. Lloyds Bank is harnessing this power to elevate customer satisfaction and drive engagement. The ambition at Lloyds Bank is to design seamless and intuitive customer journeys across all touchpoints.
The challenge? Ensuring that the context of a customer’s interaction is immediately understood and acted upon. Legacy infrastructure, data fragmentation and governance concerns make real-time activation difficult to implement at scale.
Join us to learn how Lloyds Banking Group is shifting from a channel-centric view to customer-centric orchestration, ensuring that actions taken in one channel inform and enhance experiences in another. This session will explore how to move from batch-based strategies to real-time CX, focusing on:
• Architecting for real-time: Building modern data infrastructure that supports streaming ingestion, low-latency processing, and in-the-moment decisioning.
• From segments to signals: Techniques to evolve from pre-defined customer segments to using real-time behavioral triggers.
• Enabling cross-functional collaboration: Frameworks for aligning IT,marketing, and analytics teams to operationalisereal-time capabilities
Check out the incredible speaker line-up to see who will be joining George.
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