How L&G prioritises product thinking over feature delivery: a CX case study
In the midst of a mounting cost of living crisis, consumers are more aware of their financial wellbeing than ever – making straightforward, accessible financial services absolutely paramount.
According to research conducted by Legal & General, also known as L&G, 75% of its customer base expect 10 specific top tasks to be simple, intuitive, and available online.
“The whole concept of the connected experience has never been more important,” L&G’s Group Technology Director – Digital and Experience, Claire Hazle, told the audience at Econsultancy Live. “It’s really important that our customers feel in control of their financial wellbeing irrespective of the channel they choose to do it through.” |
| Why cross-channel campaigns are the way to build profitable brands When marketers question their own assumptions about channels, data reveals advertising delivers more long-term ROI than previously thought, particularly from cross-channel campaigns.
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