The Experience Edge speaks to, Lasse Kragh Carstensen, Head of Digital Business & Channels at Sparekassen Danmark, shares how a customer-owned bank is redefining financial services with a human-first approach. He discusses the paradox of scaling while staying personal, how customer insights directly shape strategy, and why simplifying digital experiences matters more than adding features. Lasse also reveals the challenges of balancing AI with human service, the importance of friction hunting, and how Sparekassen aligns teams around the customer journey.

Guest Bio

Lasse is a dynamic business strategist and digital transformation expert with a proven track record of driving customer-centric growth. With extensive experience in the financial sector, including leadership roles in the banking and pension industries, Lasse has successfully managed complex projects and teams, earning recognition for his innovative approach to digital business development and agile product design.

His work consistently bridges the gap between companies and their customers, delivering measurable business performance improvements.

Chapters

00:00 Introduction

02:25 How Sparekassen Danmark Differs from Traditional Banks

04:53 The Paradox of Staying Human While Scaling Efficiently

07:20 AI in Banking: Where Does It Fit?

12:10 Organizing Teams Around the Customer Journey

16:53 How Customer Feedback Informs Strategic Decisions

25:55 Digital Transformation in Banking: Key Challenges

35:39 Measuring Simplicity in Customer Experiences

47:13 The Future of Human-Centric Banking

55:58 The Importance of Continuous CX Improvement

58:00 Friction Hunting: Eliminating Pain Points in Banking

01:05:09 Closing Remarks & How to Connect with Lasse

Jochem’s Profile - https://www.linkedin.com/in/jochemvanderveer/

Lasse’s Profile - https://www.linkedin.com/in/lasse-kragh-carstensen-5ba84bb2/

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