2 MIN INTERVIEW WITH DAVE KERR, LLOYDS BANKING GROUP

Dave Kerr, Lloyds Banking Group

Q: How would you summarise the impact of Digital on financial services?

It’s changed everything; the expectations of customers (both in terms of form and function), the pace at which providers need to respond to demand, simplicity as hygiene rather than a differentiaton. The face of financial services has irrevocably changed to put the customer at the heart of everything.

Q: What distinctions of the Vanguard Method positively impact delivering benefit?

A focus on meeting actual customer need rather than perceived customer need.

Q: Why are you speaking at the ‘Better Digital from Better Method,’ conference on May 16th?

Lloyds Banking Group has learned a great deal on its digital transformation to date – some good, some bad, some ugly! – and we are keen to both share and inspire others to go on the same journey.