WEBINAR
Towards pre-emptive banking: the next phase of customer engagement
Solving the efficiency-experience paradox with AI
Now available on-demand
Short on time? Read the write-up here
Check out some key moments from the webinar:
Why fast responses are no longer enough
What pre-emptive service actually means
Closing the gap between insight and action
Strategies to strengthen customer relationships
Fast responses are no longer enough for customers. Beyond the traditional “wait-and-respond" model, AI has allowed a new model of customer engagement to emerge - one that focuses on pre-empting customers’ needs rather than responding to issues after they surface.
This webinar explores how AI and new technology can help banks identify “silent” frictions, intercepting potential enquiries before they ever reach contact centres. In particular, the panel will discuss how these same insights can be used to deliver hyper-personalised moments that move the needle on long-term loyalty and deliver support that feels timely, relevant and genuinely helpful.
1. Empathy-First Banking: Banks are shifting from speed-focused service to low-effort, empathy-led, personalised experiences that anticipate needs and resolve issues before customers reach out.
2. Real-Time Pre-emption: Pre-emptive banking uses data and AI to detect “silent friction” in journeys and intervene contextually in real time (e.g., proactive push messages that resolve card declines, overdrafts, or application updates).
3. Trust Is The Currency: Successful pre-emption pairs anticipation with explicit permission, transparent data use, granular notification controls, and clear value at each step to avoid creepiness and disengagement.
4. Augmented AI Operations: Practical AI deployment should start with high-value, lower-risk use cases and human-in-the-loop models that help employees (e.g., AI-drafted complaint responses), reducing handling time while improving quality and compliance.
5. Journey-First Orchestration: The service model is moving to journey-first orchestration across channels, blending AI and human input, increasing end-to-end self-service, and retaining branches for high-assurance moments; setting up significant adoption gains over the next 12–24 months.
- The limits of traditional service models: why are fast responses no longer enough?
- Identifying hidden friction: how can AI and real-time journey orchestration pinpoint the “silent” points of failure in digital journeys?
- From alerts to action: what does it take to move from rules-based automation to more adaptive, insight-driven engagement?
- From resolution to relationship: how can timely, personalised interventions deepen the customer-bank relationship without feeling intrusive?
- Closing the data gap: how can bank teams harness AI in workflows to ensure they act on customer intent data faster?
- Redefining the bank-customer relationship: how might pre-emptive banking reshape the role banks play in customers’ financial lives?
Who's speaking:
Emma Greenwood
Head of Personal Banking Strategy & Conversational Banking
Lloyds Banking Group
Tammy Martin
Head of Connected Customer Experience
NatWest
Oliver Fordham
Head of Conversational Banking
Virgin Money
Nathan Rogers
Strategic Lead, AI Orchestration & Banking Transformation
NiCE
About NiCE
NiCE (NASDAQ: NICE) is transforming the world with AI that puts people first. Our purpose-built AI-powered platforms automate engagements into proactive, safe, intelligent actions, empowering individuals and organisations to innovate and act, from interaction to resolution. Trusted by organisations throughout 150+ countries worldwide, NiCE’s platforms are widely adopted across industries connecting people, systems, and workflows to work smarter at scale, elevating performance across the organisation, delivering proven measurable outcomes.
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