#58 How Banks Sabotage Customer Experience

Banks invest heavily in digital transformation, yet many CX initiatives fail. Why do redesigned apps see ratings drop? Why does innovation often miss the mark? This episode exposes the hidden pitfalls undermining retail banking CX—cognitive biases, disjointed brand experiences, and failure to balance innovation with real user needs. Find out: Why do digital customer experiences in retail banking often disappoint?What strategic factors are crucial for delivering exceptional CX?How can banks ba...