A digital banking case study on how ANZ, one of Australia’s largest banks, delivered personalised digital banking experiences at scale. By using transaction data, real-time insights, and targeted nudges, ANZ helps millions of customers better understand their finances, build savings habits, and take control of their financial future.
Case Study
How ANZ Scaled Personalised Digital Banking to Improve Customer Engagement and Financial Wellbeing
The Challenge
Delivering Personalised Banking Experiences at Scale
As one of Australia’s largest banks, serving over 8.5 million customers, ANZ faced a fundamental challenge in digital banking: how to deliver personalised customer experiences at scale.
Historically, banking relationships were highly personal. Branch managers maintained close, one-to-one relationships with customers, offering tailored advice and guidance. As customer bases grew and banking became increasingly digital, this level of personalisation became difficult to sustain.
At the same time, customer expectations evolved. Customers wanted more than transactional banking. They expected relevant, timely, and personalised insights that could help them better manage their money, especially during periods of financial pressure.
ANZ needed a way to unlock the value of its data to deliver personalised financial guidance, improve customer engagement, and support financial wellbeing across its entire customer base.
The Solution
Personalised Digital Banking, Savings Goals, and Real-Time Nudges
Using Moneythor’s personalisation platform, ANZ implemented a range of digital banking use cases designed to deliver personalised customer engagement through real-time insights, recommendations, and behavioural nudges.
Initially, the focus was on savings goals and in-app nudges, enabling customers to set financial objectives and receive ongoing guidance throughout their journey. Over time, this evolved into a broader personalisation strategy powered by transaction data and real-time decisioning.
Key capabilities included:
- Personalised savings goals to improve financial wellbeing – customers can set goals such as saving for a home, holiday, or major purchase, helping them build better financial habits and stay motivated over time.
- Real-time nudges and notifications to drive action – contextual in-app messages guide customers towards positive financial behaviours, reminding them of their progress and encouraging continued engagement.
- AI-driven personalisation at scale – instead of relying on broad segmentation through email or SMS campaigns, ANZ can now deliver one-to-one personalised messages based on each customer’s financial situation, behaviour, and needs.
- Targeted insights based on transaction data – customers receive relevant, timely insights that help them understand their spending and make better financial decisions.
This approach enables ANZ to recreate the value of traditional relationship banking in a digital environment-delivering personalised, relevant experiences to millions of customers simultaneously.
The Results
Increased Customer Engagement and Financial Confidence
Over the course of the partnership, ANZ has seen strong adoption of personalised digital banking features, particularly in savings goals and customer engagement.
Growing adoption of savings goals across millions of customers
Increased engagement with personalised nudges
Improved customer financial literacy and awareness
Customers are increasingly using savings goals to plan for meaningful life events such as buying a home, travelling, or purchasing a car, demonstrating the real-world impact of personalised financial guidance.
At the same time, personalised nudges and insights help customers stay on track, reinforcing positive financial behaviours and building long-term engagement.
As financial pressures continue to affect many customers, delivering the right message at the right time has become even more critical. Personalisation allows ANZ to provide guidance that feels relevant, supportive, and actionable, helping customers feel more in control of their finances.
Client Story
About ANZ
ANZ is one of Australia’s largest banks, serving over 8.5 million retail and business customers. With a strong focus on digital innovation, ANZ is committed to delivering personalised banking experiences that help customers improve their financial wellbeing and make more informed financial decisions.
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