Creating a Customer-Centric Banking Model

Putting the customer at the heart of service, products and pricing: creating the new model bank.

The demands of the price-savvy customer are rapidly increasing, meaning the banking industry must adapt fast in order to retain them. But what levels of transparency will be needed, and will the industry need to move to a fee based model in order to meet these demands?

View this on-demand webinar to uncover:

  • What levels of personalization will customers come to expect from pricing, products and service?
  • To what extent is the industry succeeding in creating a customer-centric product and service offering?
  • What strategies are key to putting the customer at the heart of the bank? What more needs to be done?
  • How can banks improve customer insight to create a customer-centric offering?
  • Is the current “free banking” model able to cope with the growing demands of the customer?
  • What impact would a move to a fee-based model have on customer satisfaction and retention?
  • How would the benefits of a fee-based model need to be communicated to customers?
  • What could pricing and product development in the new model bank look like in 2020?


Anne Boden, CEO and Founder of Starling Bank

Anne Boden is CEO and Founder of Starling Bank. Starling was recently named by the Sunday Times as one of the top 25 FinTech Start-Ups in the world. Previously, Anne was Chief Operating Officer of Allied Irish Banks Plc and Head of EMEA, Global Transaction Banking across 34 countries for RBS and ABN AMRO.

Anne began her career at Lloyds Bank, moved on to Standard Chartered Bank and then UBS in Zurich. In June 2010, Treasury and Risk Magazine named her as one of the ten most influential figures in Global Finance.

Anne holds a BSc in Computer Science and Chemistry, an MBA and is a Fellow of the Chartered Institute of IT.

Lars Sjögren, Head of Business Banking Business Development, Danske Bank Group Executive Vice President

Lars is a financial executive with more than 20 years of extensive experience from working with strategy, business development, innovation and marketing.

He is in charge of an international organisation responsible for Business Banking strategy, strategy execution, sales, channels & analytics, product offering, pricing and innovation.

Lars has succeeded in delivering transformational change by bringing clarity, harnessing company strengths, leveraging innovative practices across markets, providing decisive and inspirational leadership – and that by doing whatever heavy lifting is required to get the job done.

He has experience from working directly with customers, an insight he benefits from in his efforts to move Danske Bank forward in the challenging environment of today’s “New Normal”. Lars Sjögren has held managerial positions at various units of the Danske Bank Group, including Branch Manager, Head of Corporate Banking, and Head of Business Development in Sweden.

In June 2012, he was appointed Head of Group Business Development, Business Banking at Danske Bank’s head office in Copenhagen being responsible for Business Banking strategy, sales, channels & analytics, product offering, pricing and innovation.

David Riddell, Director of Banking, Earnix

David has more than 25 years of professional experience in the financial services sector. He is an expert in customer strategy and strategic marketing, renowned for transforming business performance. Throughout his career David pioneered numerous customer solutions that challenge the status quo of standard industry approaches and practices, continuously reinventing new global benchmarks. His experience spans from transforming some of the world’s leading banks and card issuers to planning and growing disruptive start-ups.

A member of the thought leadership team at London Business School, David also mentors MBA and PhD Business students. He holds an MBA and a Double 1st Class BA Hons in Business and Law from the University of Edinburgh

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