313: Practitioner Stories: Experience Design At Lloyds Banking Group

Phil Bonhard, head of experience design for homes and mortgages at Lloyds Banking Group, joins us for an inside view into the design team at Lloyds.

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Research-based guidance on how to manage customer experience (CX) at any organization — an imperative that Forrester has been researching for over 20 years. Each week, Forrester analysts discuss key findings from their latest research on CX; analyze relevant topics in the news; or chat with CX professionals about how they’ve overcome prevalent challenges managing CX in their organizations.