London Stock Exchange Group Drove 44% More Opportunities by Killing Reactive Work

Based on Chris Heathcote's, London Stock Exchange Group, session at Saleslove on Tour, London

London Stock Exchange Group (LSEG) is a leading global financial markets infrastructure and data provider based in London, England.

Chris Heathcote, Strategic Program Manager for their sales organization, faced a challenge — he identified that their account managers, responsible for up to 400 accounts, were stuck in a cycle of reactivity, unable to proactively manage renewals and drive new opportunities.

With Salesloft, LSEG broke down massive data silos across the organization to centralize customer intent and usage data. As a result, the LSEG team saw:

• 53% efficiency increase
• 44% increase in opportunities created
• 30% outbound reply rate 

The challenge: Scaling without strategy

LSEG had intentionally moved a large “long tail” of accounts into high-volume account management teams. On paper, it made sense. In practice, it collapsed under its own weight.

Each AM managed hundreds of accounts with no reliable prioritization. Time went to complaints, escalations, and churn prevention. Proactive outreach disappeared. They lacked the most basic information, often not knowing an account's renewal date until a cancellation notice landed.

That result was a visible spike in churn, and an extremely demoralized team. Sellers felt they were in a role that had become operationally impossible.

At the same time, Chris faced constant internal pressure to “just buy another tool.” His challenge was resisting fragmentation while building a governed, scalable approach to AI and automation.

The strategy: Fix the system, then automate it

Chris resisted the typical move to buy more tools. Instead, he started by diagnosing how work actually happened. He spent weeks shadowing account managers and running working sessions to map their daily reality. The conclusion was blunt: sellers weren’t failing at selling. They were buried in low-value operational work.

A simple value versus complexity matrix made the problem undeniable: Nearly all AM time was consumed by admin-heavy tasks that added little commercial value. Prioritization didn’t exist. Context was scattered. Decisions were reactive by design.

The core of his technical solution was a project to break down LSEG’s notorious data silos. Taking data from 10 different marketing platforms, 14 instances of various other platforms, he centralized it into a single database and mapped it to LSEG’s accounts.

This unified data stream created the intelligence for his bespoke signals fed into the Salesloft platform:

• A seller is alerted six months out from a renewal date.
• The signal provides context on the customer’s current product usage and, crucially, their external research activities.
• For instance, if a customer is researching a direct competitor and an LSEG product they don't own, the AM receives a real-time, actionable alert with suggested content.

To ensure LSEG invested in the right solutions, Chris championed the creation of an internal AI experimentation platform — an "AI lab"—where 3,500 salespeople globally could test and build agents using LLMs. This pragmatic, "test before you invest" approach allowed Chris to maintain oversight and ensure compliance with LSEG's strict multi-context protocol before implementing any solution.

The results

The deployment of the new system transformed the AM’s day.

And adoption stuck because the rollout was intentional:

• Executive buy-in came from showing leadership how much seller time was lost to admin work.
• Bottom-up adoption followed because the workflow was built around what the AMs actually needed in their day — for AI to provide the intelligence (the what, when, and why), but the AM retains the final, personal touch (the how).
• A proactive culture quickly followed. By simply highlighting renewal dates and coupling it with intent data allowed AMs to get "in front of this renewal process" for the first time, addressing the churn problem head-on and moving proactive selling back into standard working hours.

As a result, the LSEG team saw:

• 53% efficiency increase
• 44% increase in opportunities created
• 30% outbound reply rate (up from 12%!)

This was not an upgrade in tools. It was an operating-model reset.

Salesloft executed the motion, but the results came from disciplined design, governed AI experimentation, and sustained alignment across leadership and frontline teams.

LSEG account managers moved out of reactive churn defense and back into proactive, commercially meaningful work. The impact was measurable, and more importantly, repeatable.

Interested in how Salesloft could transform the way your team works? Schedule time with us for a personalized Demo.