UK-based financial services firm Legal & General has announced a significant expansion of its relationship with Microsoft, entering a new three-year agreement to accelerate AI enablement and transform customer experience across its global operations, according to Directors Club News.

Under the agreement, Legal & General will continue to deploy Microsoft 365 Copilot to all 10,000 employees globally, embedding generative AI into everyday tools to reduce administrative tasks, accelerate insight generation and enable colleagues to focus more directly on supporting customers. The company will also expand its use of Microsoft Azure to modernise its technology estate, strengthen cloud infrastructure and unlock new data management capabilities.

The expansion builds on an existing collaboration with Microsoft focused on customer-facing AI transformation across Legal & General's Retail business, which has already delivered faster, more seamless support for more than 12 million customers. By giving service teams a real-time view of customer interactions and using AI to streamline processes, customer experience has seen an eight-point year-on-year increase in Net Promoter Score during Q1 in the DC and Workplace Savings division.

Katie Worgan, Group Chief Operating Officer at Legal & General, said: "At L&G, we see AI as a powerful enabler of better outcomes for both our customers and our colleagues. This collaboration will move us forward on two fronts; it will help us modernise our technology platforms and it will embed AI-driven tools across the business."

Worgan added: "The result will be more efficiency and more consistent customer service. Through our collaboration with Microsoft, we are building a better connected, digital organisation that is better equipped to meet evolving customer needs and support our future growth ambitions."

Darren Hardman, Chief Executive of Microsoft UK & Ireland, said: "Legal & General is showing what real ambition looks like, by embedding AI across its entire organisation to transform how it serves millions of customers."

Hardman added that by bringing Microsoft 365 Copilot and Azure together at scale, Legal & General is "freeing up its people to spend more time on more important work: understanding and supporting its customers."

The expanded agreement supports Legal & General's broader strategy to simplify operations, enhance customer experience and build a more digitally enabled organisation capable of meeting rising customer expectations across its insurance and financial services portfolio.