The Experience Edge
Ep.13 - The Future of Banking: Digital Meets Human - Lasse Kragh Carstensen
Feb 19, 2025
Lasse Kragh Carstensen, Head of Digital Business & Channels at Sparekassen Danmark, is a digital transformation expert in banking. He discusses how this customer-owned bank prioritizes human connections while embracing technology. Lasse highlights the need to simplify digital experiences over adding features and reveals the balance needed between AI and human service. He emphasizes using customer feedback to shape strategy, aligning teams with customer journeys, and the importance of collaboration in enhancing user satisfaction in the evolving financial landscape.
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Quick takeaways
- Sparekassen Danmark emphasizes a human-centric approach, fostering personal relationships between clients and advisors amidst digital transformation.
- The bank's long-term strategic vision allows adaptability to market changes while integrating customer feedback into their operational practices.
Deep dives
Human-Centric Banking Approach
The bank emphasizes its human-centric approach in customer relations, distinguishing itself from larger financial institutions. Each customer is assigned a personal advisor, and customer service is provided by real individuals rather than automated systems. This approach fosters a more personal and engaged relationship between the bank and its clients, enhancing the overall customer experience. The bank's extensive physical presence in Denmark with numerous branches further highlights its commitment to accessibility and personal service.
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