How AI Is Transforming Personalisation in Digital Banking
AI is reshaping how banks deliver personalised customer experiences and redefining what customers expect from digital banking.
In this session, Moneythor CEO Olivier Berthier explores how AI and machine learning are transforming personalisation across the banking customer lifecycle, from acquisition to activation and long-term engagement.
Drawing on real-world examples from leading banks including CIMB, Trust, Booster, Standard Chartered and BNZ., this session highlights how financial institutions are using AI to deliver more relevant, engaging, and effective customer experiences.
Key Insights from the Session
- Personalisation must span the entire customer lifecycle – There is a strong need for providing personalised experiences throughout the customer lifecycle – from acquisition to activation to engagement. These personalised experiences can lead to higher customer engagement, increased customer acquisition, and improved campaign conversion rates.
- AI is enabling more engaging and interactive banking experiences – In the current state of play, we are starting to see AI/ML techniques being used to deliver personalised financial management content. Including gamified marketing campaigns and engaging in-app challenges.
- The future of personalisation is deeper, more contextual, and more human – The impact of AI on the future of personalisation lies in deeper personalised experiences tailored to match the tone of voice, content, and visual elements. This will resonate most with each individual and augmenting data assets to gain a deeper understanding of their content.
- Generative AI is accelerating the creation of personalised experiences – The addition of generative AI/LLM capabilities for code generation further simplifies the process of creating personalised experiences. This makes bringing engaging content to life quicker.
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