Ep.13 - The Future of Banking: Digital Meets Human - Lasse Kragh Carstensen

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 BioLasse 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.Chapters00:00 Introduction02:25 How Sparekassen Danmark Differs from Traditional Banks04:53 The Paradox of Staying Human While Scaling Efficiently07:20 AI in Banking: Where Does It Fit?12:10 Organizing Teams Around the Customer Journey16:53 How Customer Feedback Informs Strategic Decisions25:55 Digital Transformation in Banking: Key Challenges35:39 Measuring Simplicity in Customer Experiences47:13 The Future of Human-Centric Banking55:58 The Importance of Continuous CX Improvement58:00 Friction Hunting: Eliminating Pain Points in Banking01:05:09 Closing Remarks & How to Connect with LasseJochem’s Profile - https://www.linkedin.com/in/jochemvanderveer/Lasse’s Profile - https://www.linkedin.com/in/lasse-kragh-carstensen-5ba84bb2/