Lorraine Burrell is Conversation Design Lead at Lloyds Banking Group, a UK-based financial services provider serving over 30 million customers. She has helped grow and guide the team in transforming the group’s chatbot from a process-driven channel to an experience-led service that now handles close to 50% of the bank’s digital customer contact. She sees the strength of the conversation design discipline as driven by people’s curiosity and generosity of knowledge, and she organises regular London-based conversation design meetups to bring the community together. In her talk at George UX, she’ll share what it takes to create maturity in a conversation design team, and how a focus on experience can enable automation that grows relationships with customers.
