ABOUT THIS EPISODE
In this episode, Sam Holley, Senior Messaging Experience & Performance Manager takes us behind the scenes of Lloyds Banking Group’s shift from a telephony-led contact model to a chat-driven, mobile first experience.
Drawing on real numbers, hard won lessons, and cultural change at scale, Sam shares how the team grew chat from a niche channel to a core part of customer contact, significantly lifting satisfaction along the way.
Recorded live at our recent Engage Customer Summit, this conversation is packed with practical insights for customer contact and CX leaders rethinking how they support customers in a digital first world.
English
United Kingdom
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