Synergising physical and digital realms:
David Lloyd’s CX Strategy unveiled

Sanjeeva Wimalasena, Director of IT at David LLoyd Leisure

Join Sanjeeva Wimalasena, IT Director at David Lloyd, as he unveils how David Lloyd is reshaping the way members experience their fitness and wellness journey. David Lloyd offers a comprehensive lifestyle experience beyond a fitness destination, seamlessly intertwining physical and online realms to craft indelible journeys for its loyal members.

During this session, Sanjeeva will delve into the company’s transformation plans for its CX strategy and share their aspirations for delivering a premium customer experience. He will provide valuable insights into the customer journey maps for both the physical and online worlds, outlining their systematic approach to reviewing the entire customer journey. You’ll also discover how David Lloyd plans to elevate their utilisation of customer feedback as a cornerstone for refining services and enhancing member satisfaction.

Discover the essence of David Lloyd’s CX vision and their forward-looking AI plans, all designed to preserve the essential human touch while intelligently automating processes, ensuring an authentic connection that members have come to cherish from the brand.


  • David Lloyd’s CX vision and upcoming strategy plans
  • Forging synergy between the physical and digital worlds
  • The art of AI with a human touch

About the speaker