Launch Innovation Programme 2024

• Helping customers buy their first home sooner
  • Moving in together, combining goals and finances
  • Building a savings habit
  • Understanding the process
• Helping kids and parents grow together
  • Deciding to start a family, having a baby, thinking about your family’s future and your changing financial landscape
  • Making the best financial decisions for your family now and in the future?
  • Helping children grow through their childhood and take their next steps into adulthood?
• Helping customers adapt their goals and plans when the unexpected happens
  • New jobs, promotions, relocations, inheritance
  • Divorce, redundancy, illness, bereavement, caring responsibilities
  • Comprehensive support through bereavement process
• Helping customers manage health and wellbeing for themselves and their families throughout their lives
  • Living healthier lives
  • Accessing the help needed
  • Self-funded healthcare, including surgery
  • Planning for future health needs
  • Proactively support our customers with health and wellbeing solutions
• Older customers and their tomorrow
  • Making the most of retirement and the added free time it brings
  • Supporting loved ones through their life moments
  • Providing flexibility in bank account access to support changing circumstances
  • Planning my legacy and making it easy for my family to manage my affairs
  • Meeting all our customers financial and investment needs
  • Utilising market leading Robo-Advice across our individual retirement solutions
  • Personalised and engaging policy related communications

• Helping customers to manage their everyday spend
  • Making informed purchasing decisions
  • Understanding how much I have left until pay day
  • Being better off / rewarding their loyalty with LBG
  • Streamlining loyalty points
  • Spending less by looking for rewards, discounts & cashback on everyday spending and planned special purchases
  • Driving loyalty through differentiated helpful experiences
• Set aside money for the future
  • Put enough aside for Christmas / life  event
  • Save for a special holiday / travel
  • Save for home moving / renovations
  • Save longer term
  • Legacy planning
• Helping customers to manage their monthly commitments
  • Simplifying paying bills
  • Managing admin and finances related to home
  • Supporting mortgage customers to manage their homes
  • Understanding much to set aside for this month’s bills / commitments
  • Saving money on bills by getting the best possible deal
  • Being prepared for 'unexpected' bills or changing costs eg MOT, boiler repairs
  • Claiming unused or missed benefits
• Financial and digital education
  • From early childhood first experiences of money through to more complex areas such as investment and retirement planning

• Fluidity across channels
  • Evolving our branches
  • Maintaining our customer’s ability to access cash
  • Human to digital
  • Faster customer journeys through omni-channel experiences
• Helping our colleagues better respond to customer needs
  • Speech analytics for in the moment coaching for colleagues 
  • Leading voice biometrics
  • Knowledge management tooling, helping our colleagues support customers through more complex journeys
  • Claims indemnity insight, helping us to understand drivers behind customer claims
  • Data / text mining to summarise handwritten on typed content
• Optimising how we deal with digital queries
  • Leveraging the power of both synchronous and asynchronous messaging
  • AI driven self-service
  • Help meet customer needs throughout their digital journey where English is not their first language
  • Experience best in class automation
  • Image, document validation: identify shallow and deep fakes
  • Help us automate and optimise customer communications to improve efficiency

Giving our customers the assurance that they are in safe hands

• Intelligent content compliance tools
• Utilisation of AI to support compliant customer journeys

Optimising our end to end business process and control mapping

• Automation and optimisation of controls
• Internal detection and prevention of Fraud and economic crime

• Create engaging experiences through gamification as we create a digital window where people in the UK can see all of their finances in one place and their financial needs for the future.
• Help make retirement planning more approachable, interactive and satisfying through gamified journeys.
• Create gamified financial education journeys which drive greater financial literacy and support both parents and children alike.