PegaWorld 2025: Banking on Innovation: How Lloyds Banking Group Transformed Fraud Servicing with Award-Winning Digital Self-Service (Presentation)

In an era where fraud threats evolve daily, Lloyds Banking Group revolutionised fraud servicing through their groundbreaking digital self-service journey. This award-winning solution—recognised at both the Banking Tech Awards and Card & Payments Awards—empowers customers to report fraud instantly through the mobile app, delivering immediate card freezing and automated refunds within minutes. With the majority of customers now using this digital channel and 100% straight-through processing for eligible cases, this Pega Cloud-powered innovation has dramatically reduced call volumes while enhancing customer satisfaction. Join us to discover how LBG's industry-leading Pega modernisation journey transformed fraud and dispute management from a reactive process to a proactive, customer-centric experience that's setting new standards in financial protection.