For the past decade, financial institutions have poured billions into improving customer experience. Digital journeys. Frictionless onboarding. Personalization. Higher satisfaction scores.
But according to Joe Pine, that era is over.
In this episode of Banking Transformed, I sit down with Joe, the author of The Transformation Economy and co-author of the landmark Experience Economy, to explore what comes after customer experience in banking. If experiences are now expected rather than differentiating, where should banks compete next?
Joe argues that the next stage of value creation is transformation. Not better moments, but better outcomes. Not engagement metrics, but measurable progress in customers' financial lives
We discuss what transformation really means for banking, why most institutions are still optimizing for the wrong thing, and why banks that fail to evolve risk becoming irrelevant in the most important conversations their customers are actually having.
If your strategy still centers on CX as the competitive moat, this conversation will challenge your assumptions.
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