Managing experience in a crisis: Five lessons from TSB

Looks at how, in 2018, TSB Bank – one of the UK’s leading challenger banks – experienced the most challenging year in its history and the lessons it learned from this experience.

Winning in the era of brand experience

This article is part of a series of articles on winning in the era of brand experience. Read more.

In 2018, TSB Bank – one of the UK’s leading challenger banks – experienced IT issues which caused wide-spanning challenges for the business. TSB set out in April 2018 to migrate its legacy IT systems to a bespoke, newly-built platform. Subsequent service instability led to wide-ranging problems for customers, including being locked out of online and mobile banking. The problems, which carried on for a number of months as TSB looked to...

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