Session Titles

Nigel Medforth has working in IT for Lloyds TSB for 25+ years. As the CIO for the Telephone Banking business, Nigel owns the overall Business relationship, and is accountable to Telephone Banking for all services provided by Group IT. In this role, Nigel works with the Business to understand and develop the business strategy, and shape this into a portfolio of projects. He also works with the IT Management team and Telephone Banking to set the technology direction for the Business.
Brief summary of the UC installation/applications deployed:
Lloyds TSB had an objective of simplifying the way by which they and their customers communicate. Lloyds TSB has embarked upon a journey to consolidate, automate, simplify and virtualise their communications platform in order to align functionality and create a new single service across their operations.
The following strategic objectives were defined for the next 3 year period:
* A great place to Bank today
* You First – needs based selling to customers
* People as competitive edge
* Welcome mat at the front door
* Transforming operative performance
The above strategic goals were focused on achieving a very high standard of customer service, raising the brand awareness, differentiating them by investing in its staff, and reducing cost by streamlining the operations.
The ‘Single Telephony’ programme was designed to deliver Lloyds TSB’s objectives over a number of defined phases to ensure that the group wide objectives could be supported in the short term, the operational efficiency maximised and the strategic goals for the communication channel delivered in the longer term.
The main business objectives for this project, from Lloyds TSB’s perspective were:
* Promote a single memorable number for their customers to use to contact them irrespective of the reason for call
Improve customer service
* Create one set of processes to simplify the advisor day-to-day activity, plus reduce the training overhead
* Create a more efficient infrastructure to potentially reduce ongoing costs
* Maximise sales opportunities by developing an intelligent call routing process that will provide the ability to ‘match customer to Advisor’
The first phases of this programme have been delivered successfully. The business and operational benefits have exceeded expectation. This has provided the confidence to continue with the programme and achieve all the benefits as described above.