As technology absorbs more of the transactional burden of customer service, human expertise concentrates on what remains: the interactions that demand judgement, empathy, and problem-solving. This places a premium on operating models that make those skills count.
For Mark Devlin, Director of Client Service Delivery at Lloyds Banking Group, this is already becoming a reality in the way customer experiences are designed and delivered. And here, he unpacks the principles that underpin best-in-class CX – breaking down how technology, customer insight, and frontline capabilities can coalesce to create simpler, more responsive service while preserving the human dimension of customer management.
Key themes:
- Why the most valuable customer insight may come from understanding what went wrong
- How data and training can improve the identification and support of vulnerable customers
- How removing routine tasks can free colleagues to focus on complex customer needs
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