L&G has expanded its Microsoft partnership to scale AI adoption, improve customer service, and accelerate its digital transformation strategy.
L&G, a financial services group in the UK, has expanded its collaboration with Microsoft through a new three-year agreement to scale AI adoption and improve customer service across the organisation.
Under the agreement, L&G will continue deploying Microsoft 365 Copilot to its 10,000 employees globally while expanding its use of Microsoft Azure to modernise its technology infrastructure and strengthen its digital capabilities. The initiative is designed to streamline operations, accelerate insight generation, and help employees focus more on customer needs.
The expanded partnership builds on existing AI initiatives that have already supported more than 12 million customers across L&G’s retail business.
AI Drives Better Customer Outcomes
By providing service teams with a real-time view of customer interactions and using AI to streamline processes, L&G reported an eight-point year-on-year increase in Net Promoter Score in its Defined Contribution and Workplace Savings business during the first quarter.
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“At L&G, we see AI as a powerful enabler of better outcomes for both our customers and our colleagues. This collaboration will help us modernise our technology platforms and embed AI-driven tools across the business. The result will be more efficiency and more consistent customer service,” said Katie Worgan, Group Chief Operating Officer, L&G.
The insurer said the partnership supports its broader strategy to simplify operations, enhance customer experiences, and build a more digitally enabled business.
Building a More Connected Organisation
L&G’s continued investment in cloud and AI technologies is expected to strengthen its ability to securely manage large volumes of data while unlocking new capabilities for customers and employees alike.
“By bringing Microsoft 365 Copilot and Azure together at scale, L&G is freeing up its people to spend more time on more important work: understanding and supporting its customers,” said Darren Hardman, Chief Executive Officer, Microsoft UK & Ireland.
The announcement reflects how financial services organisations are increasingly using AI not only to improve productivity but also to deliver faster, more personalised, and consistent customer experiences at scale.
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