London Stock Exchange Group innovates to drive efficiency and productivity

The London Stock Exchange Group (LSEG) transformed its operations after acquiring Refinitiv, rapidly growing from 5,000 to 25,000 employees. To integrate workflows and improve employee experience, LSEG’s Centre of Excellence (CoE) partnered with ServiceNow, creating a unified platform that streamlined processes across 15 business functions.

The introduction of the Universal Request portal and custom applications led to an 85% self-service success rate, saving employees 2.3 days annually. LSEG also leveraged ServiceNow Impact and generative AI to enhance platform health and productivity, setting the stage for continued digital innovation and global service expansion.