Beyond Customer Experience with Joe Pine

Banking Transformed with Jim Marous · Mar 10, 2026 · 43m

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…