#58 How Banks Sabotage Customer Experience

03/14/25 • 13 min

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 balance innovation with real customer needs to create better financial services?

Read the full article on UXDA's blog:

https://www.theuxda.com/blog/what-sabotages-user-experience-digital-banking

AI podcast on UXDA article powered by Google NotebookLM

Find out:

Why do digital customer experiences in retail banking often disappoint?
What strategic factors are crucial for delivering exceptional CX?
How can banks balance innovation with real customer needs to create better financial services?

Read the full article on UXDA's blog:

https://www.theuxda.com/blog/what-sabotages-user-experience-digital-banking

AI podcast on UXDA article powered by Google NotebookLM

Previous Episode

#57 How to Hire the Right UX Team

This episode explores why choosing the right UX design partner is critical for financial institutions. With rising digital expectations, the stakes have never been higher. What should you look for when hiring a UX agency for your digital banking or fintech project?
The episode uncovers financial executives' common struggles, like misaligned expectations and a lack of strategic vision, and explains why hiring fintech specialists is key to success. Plus, it dives into the risks of outsourcing to cheaper, less experienced providers—how it could jeopardize your project, security and overall business success.
Learn why hiring UX designers with industry-specific experience, a proven track record, and a strong methodology is key, and how integrating user-centric values and strategic UX approach leads to breakthrough results and lasting customer loyalty.

Find out:

The key struggles financial institutions face when hiring UX agencies
How financial businesses can ensure they hire the right UX designers with industry expertise
The key benefits of working with a financial-services-focused digital agency

Read the full article on UXDA's blog:

https://www.theuxda.com/blog/how-can-wrong-designers-ruin-your-banking-post-covid-digitalization

AI podcast on UXDA article powered by Google NotebookLM

Next Episode

#59 TOP 10 UX Strategies for Next-Gen Banking

Digital transformation in banking is more critical than ever, yet many financial institutions still struggle to deliver the next-generation experiences customers expect.
This episode shows how outdated mindsets and legacy systems prevent banks from creating meaningful and functional digital products. Explore the shift from traditional approaches to next-gen UX design—focusing on customer-centricity, agility, and innovation.
With customers now accustomed to seamless, delightful digital experiences, we dive into 10 powerful UX strategies that can help financial institutions break free from the past and embrace a user-first, value-driven design approach. Learn how these strategies can help banks create emotional connections with their users and drive business growth.

Find out: