REPORT
From channels to context: a new era of banking personalisation
A MoneyLIVE report, in partnership with Quadient
About this report:
This report examines how banks can move beyond channels to create more intelligent, personalised customer interactions.
Contributors
Chris Skinner
Author and Banking Influencer
"Customer experience itself is becoming a growth strategy rather than simply a service strategy"
Jayne Opperman , CEO: Customer Lending
"When regulation, pricing, cost-efficiency, and UI design all converge, basic banking services become table stakes"
Søren Rode Jain Andreasen , Head of Daily Banking & Channels
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Key findings:
Over the past decade, retail banks have invested heavily in developing more advanced and feature-rich digital channels as they seek to keep pace with a host of digital-native challengers. Many have built powerful interaction points: mobile applications; online portals; automated messaging; chatbots and more. But much more needs to be done to modernise the way banks actually communicate with their customers.
Given the ease with which consumers can switch banks today, basic financial services have become increasingly commoditised. Customers are no longer won over by smart digital channels; rather, they are more impressed by the intelligence of the interactions within those channels. Unfortunately, however, much of today’s banking communication remains largely reactive and compliance led. Communication is often treated as a series of disconnected, one-way administrative notices—monthly statements, statutory disclosures, and push notifications—rather than a cohesive, intelligent dialogue.
This is increasingly out of step with consumer expectations. Consumers are now conditioned by other apps and platforms to expect immediate, personalised communication. The rapid adoption of both generative and agentic AI is heightening those expectations further. Delivering more relevant, context-aware and proactive communication will be an essential part of how banks compete for market share in the years ahead, and retain existing customers. But getting that right involves overcoming significant hurdles, not least for banks grappling with legacy technology infrastructure and siloed data.
Ultimately, this report argues that banks need to move towards communication that is more conversational in nature. It also outlines what this future might look like if banks are able to get this right. Some of the key points within this report are:
- Better and more feature-rich banking apps are not where the battle for consumers will be won.
- Bank communication is undergoing a shift from reactive to proactive.
- AI can be a major enabler, but it requires a solid technological foundation and joined-up data to really shine.
- Banks have a battle ahead to provide a more conversational approach to communication that they own and control, rather than third-party large language models.
For more information, download the report today.
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Hungry for more? Check out our upcoming webinar:
Beyond the channel: building context-rich conversations in banking
Discover how banks can use AI to scale customer understanding and personalise every interaction
About Quadient
Quadient supports hundreds of thousands of customers worldwide in their quest to create relevant, personalized connections and achieve customer experience excellence. Our solutions make it possible for organizations to continuously and automatically create and deliver meaningful interactions when it matters most – consistently across all channels.
Quadient has a proven track record for developing, deploying, and supporting dependable solutions. We understand the trends in the market, listen to customers, and respond with relevant innovation. Every year, Quadient turns approximately 8 billion business interactions into meaningful, personalized experiences.
To find out more please visit https://www.quadient.com/en-gb/.
FAQ
Banking leaders responsible for customer experience, digital banking, AI, data, technology, marketing and customer communications.
Yes, the report is available to download for free.
You’ll learn how banks can move beyond channels to create more intelligent, personalised customer interactions. The report examines the fragmentation of digital communication, the shift from reactive to proactive engagement, the technology and data foundations needed to deliver personalisation at scale, and the opportunities – and risks – presented by AI-powered communication.
- How can banks move beyond fragmented, reactive communication towards more personalised, proactive customer engagement?
- What does Consumer Duty mean for the way banks communicate with customers?
- What technology and data foundations are needed to deliver intelligent communication at scale?
- How can AI transform the way banks communicate and build stronger customer relationships?
- What opportunities and risks does this shift create for the future of banking?
This report was researched and written by MoneyLIVE in partnership with Quadient.
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