From transactions to trust: How Lloyds Banking Group is redefining customer experience

Johnathan Easton

Editor, FStech

Oojal Jhutti

Head of Engineering, Lloyds Banking Group

Gillian Henderson

Colleague Journey Product Owner Insurance, Pensions & Investments, Lloyds Banking Group

Stefan Kauck

Banking Industry Executive, Genesys

Customer expectations in financial services are changing rapidly — shaped by digital innovation, new market entrants and evolving notions of trust. Success in this environment requires more than operational efficiency or regulatory compliance. It demands experiences that are seamless, personal and genuinely meaningful.

In this FStech fireside chat, hosted in partnership with Genesys, leaders from Lloyds Banking Group and Genesys will explore how Lloyds is transforming its approach to customer experience and building deeper, trust-based relationships with its customers.

The discussion will focus on how the bank balances innovation, empathy and regulation to create experiences that combine human understanding with technological intelligence. Viewers will gain practical insights into how financial institutions can design emotionally resonant journeys, measure trust, and reimagine engagement for a digital era.

Speakers:

Oojal Jhutti, Head of Engineering, Lloyds Banking Group

Gillian Henderson, Colleague Journey Product Owner Insurance, Pensions & Investments, Lloyds Banking Group

Stefan Kauck, Banking Industry Executive, Genesys

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