What do customers really think about AI in banking?

There’s a critical tension for decision-makers: consumers are skeptical about AI they can’t see, but they want the benefits it enables. The research shows 67% of Europeans worry about increased vulnerability to fraud, while 64% are concerned about data privacy breaches. Yet, 44% believe AI could help banks better detect and combat fraud, with even higher confidence among younger generations, and 51% are open to engaging with an AI assistant.

This creates both a challenge and an opportunity for institutions that can demonstrate responsible AI implementation.

The strategic insight for banks? Lead with value, not technology. As the research clearly states: “Efficiency gains alone will not win over the public on AI; instead, it must be earned through clear communication, safeguards, and governance.”

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The strategic advantage of behind-the-scenes intelligence

Leading financial institutions understand that the most powerful AI often operates invisibly. It’s the intelligence layer that processes information, identifies patterns, and surfaces insights, enabling better service without requiring customers to interact with algorithms directly.

When a bank proactively reaches out to a customer to offer support during a difficult financial period, the customer experiences care. For example, when credit fraud or unauthorized transactions are detected and stopped before generating a negative impact, customers experience security. The AI that enabled it remains behind the scenes, exactly where it should be.

This protection is incredibly important, especially in a scenario where fraud is increasing year after year. Recent reports show that payment fraud in the European Economic Area reached €4.2bn in 2024, up from €3.5bn in 2023 and €3.4 billion in 2022.

This shift represents the evolution of financial services. Technology is amplifying human expertise, making services more timely and more relevant, but it is also generating new risks for customers. The institutions succeeding with GenAI use it to truly understand customer needs at scale, then deliver that understanding through human touchpoints, seamless digital experiences, and proactive service.

The path forward

Europe’s financial landscape is experiencing significant turbulence from economic shocks, geopolitical instability, and rapid technological change, with GenAI becoming a big player in how financial institutions become more efficient, agile, and proactive.

Successful GenAI implementation for banking requires focus on high-value use cases, a commitment to transparency and governance, and recognition that AI’s role is to enhance human judgment, not replace it.

Whether you are establishing a new AI strategy or refining an existing one, we help you deploy the intelligence layer that works behind the scenes, analyzing patterns and generating powerful insights about your customers. Ready to turn transaction data into actionable customer insights? Request a demo.

How banks can balance digital convenience with human expertise

Most financial institutions see this data and rush to implement chatbots or to eliminate branches entirely, but they’re not focusing on the main challenge.

The future of digital banking experiences isn’t about replacing human judgment with algorithms. It’s about using AI data enrichment and predictive banking analytics to help banks understand customer behavior patterns and equip relationship managers with insights that inform when customers might benefit from proactive guidance.

Consider this: when a customer regularly checks their balance, categorizes spending, and even interacts with insights from their bank, that’s a signal they’re comfortable with digital self-service for everyday tasks. But when transaction patterns suddenly shift (e.g., a first home purchase, business expansion, or unexpected medical expenses), personalized banking insights surface these behavioral changes, enabling banks to proactively offer guidance when it’s most valuable.

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What’s the secret to seamless digital banking with human touchpoints?

Personal Financial Management (PFM) and Business Financial Management (BFM) platforms are the infrastructure that enables multiple touchpoints between banks and customers. 

While many banks have more passive PFM and BFM platforms, advanced solutions like Strands Lighthouse and Strands Compass use AI-driven behavioral analytics to do more than track spending. By analyzing transaction patterns and categorizing financial behaviors across dozens of attributes, our platforms empower advisors with enriched customer data and surface behavioral insights that help identify opportunities for timely interventions. 

For example, when the platform detects changes in spending patterns or income stability, relationship managers can use these insights to determine whether to send a savings nudge or initiate a conversation about financial planning.

This aligns with the 72% of consumers who expect highly personalized products based on their shared data. They’re not asking for invasive tracking; they’re asking for their bank to understand their financial life well enough to be proactively helpful.

How can banks use AI without losing customer trust?

Here’s the key insight: 77% of consumers believe tailored, near-instant financial decisions will be available through greater data sharing by 2030, but they’re skeptical about AI assistants making decisions for them. What they want is predictive intelligence that empowers them to make better decisions themselves and human expertise (from banks) available when decisions get complex.

The winning formula:

• Intelligent data enrichment that reveals customer behavior patterns, helping banks anticipate when customers might benefit from self-service tools or personalized guidance.
• Proactive personalized banking insights delivered through the right channel at the right time, whether that’s a digital nudge or a conversation
• Integrated and proactive PFM/BFM experiences that handle routine banking seamlessly, freeing customers and staff to focus on more meaningful interactions
• Human expertise strategically deployed for complex moments, informed by data rather than replaced by it

By 2030, your bank might not have traditional branches. Your customers might handle most of their banking digitally. But the institutions that succeed won’t be the ones that went fully digital fastest; they’ll be the ones that made digital feel human and helpful.

The question isn’t whether your bank will still exist in 2030. It’s whether it will have become indispensable to your customers’ financial lives to the point that they are engaged and loyal to you.

At Strands, we’ve built our platform around AI-driven behavioral analytics and predictive insights that surface customer behavior patterns and financial indicators to banks. This intelligence equips relationship managers and digital teams with the context they need to deliver the right type of support, whether that’s enabling effective self-service tools or facilitating timely advisor conversations.

Ready to build banking experiences that balance digital efficiency with human expertise? Our platform enriches transaction data with behavioral intelligence, equipping your teams with the insights they need to deliver personalized support, whether through automated digital tools or timely advisor conversations. Book a demo.

Strands will join banking leaders and other fintech innovators at the CEE25 SME Banking Conference on November 25, 2025, in Warsaw, Poland. The event, organized by SME Banking Club, will be held at the Crowne Plaza Warsaw in the heart of the city’s business district.

The CEE region faces significant opportunities in SME banking, where digital transformation can help address persistent challenges in access to finance, customer acquisition, and engagement. 

The conference will explore how banks are leveraging digital channels, embedded finance, and ecosystem approaches to reach SME customers at the moments when they need financial services most.

Join Panel Discussion: Personalization in SME Banking

Luis Rodríguez, Product Evangelist at Strands, will participate in a panel discussion titled “Personalization in SME Banking – leveraging data, AI, and beyond banking services to create unique customer experiences.”

During the session, Luis will share insights on how data enrichment transforms customer understanding, enabling financial institutions to move Relationship Manager conversations from banking products to genuine business needs. He’ll explore the role of risk-based pricing as a personalization strategy and address common misconceptions that personalization can feel intrusive to customers.

The discussion will also cover how Strands’ solutions go beyond traditional banking for SMEs, embedding essential services like cash flow projections and invoice financing directly into digital platforms.

Visit Us at the CRIF Booth

Strands will exhibit at the CRIF booth, where attendees can explore how AI-driven personalization is transforming digital experiences for SME customers. 

Luis and the CRIF Poland team will talk about how Strands solutions can help financial institutions enhance engagement and drive meaningful outcomes in the SME segment.

More information about Strands’ participation.

Strands will exhibit at the Banking Innovation & Technology Summit (BIT), taking place from November 17th to 20th in Dubai.

Organised by Khaleej Times Events, this is one of the region’s premier banking and fintech gatherings. This year’s edition will bring together senior figures from banks, fintechs, investors, and regulators to explore the latest developments in banking, payments, insurance, and wealth management through practical, insight-driven discussions.

Showcasing Digital Banking Innovation

Strands will demonstrate its AI-driven digital banking solutions at a dedicated booth, highlighting how financial institutions can leverage data-driven personalization to enhance customer engagement and drive meaningful business outcomes.

The summit represents a key opportunity to connect with banking leaders across the Middle East region who are shaping the future of digital financial services and exploring innovative approaches to customer experience.

Luis Rodriguez, Head of Innovation & Partnerships at Strands, will participate in a dedicated fireside chat about Banking on Relationships: Data-Driven Strategies for Long-Term Customer Engagement in the UAE. 

During the session, Luis will provide insights on how financial institutions in the UAE can leverage data and technology to create personalized, scalable customer experiences based on CRIF’s Customer Lifetime Value framework. This approach treats every customer relationship as a long-term partnership and delivers measurable ROI for banks in the region.

Visit the Strands’ Booth

Banking professionals attending the summit are invited to visit the Strands booth (space #4 in the network area) to explore how AI-based personalization is transforming digital banking experiences across retail and business segments.

They are also invited to listen to Luis’ insights, happening on November 18th at 12:45 pm local time.

Key Shifts Reshaping the Sector

Several trends are transforming how family offices operate and what they expect from their banking partners:

1. Professionalization is accelerating: 47% of EMEA family offices actively manage portfolios in response to market volatility, hiring global talent, and adopting institutional best practices. This means families now expect sophisticated analytics, expert guidance on complex scenarios, and strategic advisory, not just account management.
2. Investment strategies are evolving: While conservative in some areas (just 1% in digital assets), families in this Region are increasingly investing in technology, renewable energy, healthcare, and cross-border opportunities, requiring banks to offer access to alternative investments and global markets.
3. Digital expectations are rising: The sector is experiencing a major shift toward digital engagement, with tech-savvy younger family members demanding seamless, secure digital experiences on top of personalized services. The challenge for banks is integrating technology in ways that enhance, rather than replace, personal relationships.
4. Succession planning has become critical: As wealth moves between generations, customers need specialized support for wealth transition, family governance, and educating next-generation members. This represents one of the most important areas where banks can demonstrate value beyond transactions.

Why This Matters for Banks

Family offices in the Middle East are at a turning point, and banks have a unique opportunity to move beyond transactional services and become strategic partners. Here’s why:

• Generational wealth transfer:  As trillions of dollars shift to younger generations, advisory services are essential.
• Digital expectations:  financial institutions that integrate platforms and personalized engagement will stand out in a market where trust and convenience are equally expected.
• Diversification: banks offering access to global markets and alternative investments will become an indispensable partner for families.

From Service Provider to Strategic Partner

What does all this mean for banks? Simply put: transactional banking is no longer enough.

The Middle Eastern family banking sector is expanding rapidly, driven by regulatory reforms, economic diversification initiatives like Saudi Arabia’s Vision 2030, and generational wealth transfer. For banks, the opportunity is substantial: families that find genuine advisory partners remain loyal for generations and consolidate assets with institutions they trust.

Families don’t just need someone to execute trades or process payments. They need partners who understand family dynamics, respect cultural and religious values, can coordinate across investments, and think in terms of decades rather than quarters.

This requires banks to develop deeper client intelligence, understanding not just account balances but family structures, goals, and values. It demands proactive engagement, reaching out with relevant insights before clients ask. And it calls for cultural competency, particularly around Islamic finance principles and how religious values shape financial decisions.

The banks that will thrive are those investing in platforms and capabilities that enable relationship managers to truly act as advisors. Technology should free bankers from administrative tasks, allowing them to focus on strategic guidance. Analytics should surface opportunities for timely, personalized advice. And service delivery should feel integrated and coordinated, not fragmented across specialists.

Strands will participate in the Singapore FinTech Festival 2025, taking place from November 12th to 14th at the Singapore Expo, where they will exhibit alongside their strategic partner, Perx Technologies, at a joint booth.

With over 700 exhibitors and thousands of attendees from across the global financial services ecosystem, the festival represents a key opportunity to explore new partnerships, showcase innovation, and engage with the challenges shaping the industry’s future.

A Strategic Partnership on Display

The joint presence with Perx Technologies reflects a shared vision for the future of digital banking: one where AI-driven personalization meets behavioral engagement to create meaningful customer experiences.

Strands specializes in data-driven personalization for digital banking, helping financial institutions worldwide enhance channel adoption, anticipate customer needs, and improve engagement through AI-based solutions. Perx brings expertise in gamified customer engagement and loyalty solutions, using behavioral intelligence to drive customer actions.

Together, the companies will demonstrate how banks can move beyond traditional engagement models to create experiences that are both personally relevant and motivating.

Continuing the Loyalty Conversation

The appearance follows a successful webinar hosted by Strands and Perx in late October, titled “Beyond the Points: Reshaping Financial Behavior with Data & Gamification.” 

The session brought together banking leaders to explore a fundamental shift happening in financial services: traditional points-based loyalty programs are no longer sufficient to meet customer expectations.

At Singapore FinTech Festival, the partnership will be visible through a joint booth where banking professionals can explore live demonstrations of how data intelligence and behavioral engagement work together in practice.

For more information, contact Alberto Díaz (Strands’s representative at the Singapore FinTech Festival 2025).

Strands, in partnership with Perx, is hosting an Open Mic Roundtable titled “Beyond the Points: Reshaping Financial Behavior with Data & Gamification” on Wednesday, October 29, 2025, from 9-10 AM CET (4-5 PM SGT).

The virtual event will bring together banking leaders to discuss how data-driven insights and intelligent personalization are redefining customer loyalty in an era where traditional points-based programs are no longer enough.

Why This Matters

Today’s banking customers expect more than transactional rewards. Research shows that 72% of consumers say personalization influences where they bank, while 84% would switch providers for more relevant advice. 

Yet many institutions still rely on outdated “earn and burn” models that fail to meet these expectations.

From Data to Engagement: A New Approach

This roundtable will showcase how leading banks are leveraging predictive analytics and AI to anticipate customer needs before they arise, creating loyalty experiences that feel intuitive rather than branded. By combining data intelligence with behavioral psychology and game mechanics, financial institutions can transform routine interactions into engaging journeys that drive lasting engagement.

Speakers

The session will feature Kelly Goldsworthy, Head of Live Better at Capitec Bank, and Duarte Pupo Correia, EVP of Direct Service & Sales at NOVO BANCO, who will share real-world insights on implementing these strategies. Alberto Diaz, Head of Strategic Pre-Sales at Strands, will moderate the conversation.

The 45-minute session includes 30 minutes of discussion followed by 15 minutes of live Q&A, offering attendees the opportunity to explore practical approaches for turning data and behavioral insights into meaningful customer relationships.

As financial services become increasingly digital, the ability to deliver personalized, predictive experiences will separate market leaders from followers. This roundtable offers actionable perspectives on making that transition.

Reserve your spot here.

Financial Wellness: The New Loyalty Strategy

The strategic shift for banks will be about moving from being just a product provider to becoming a true financial advisor. By focusing on financial wellness, banks can build deeper bonds that secure a family’s loyalty from one generation to the next. 

This means you don’t just retain one customer, you retain an entire household, nurturing relationships that last across different life stages and accommodating different financial needs.

Consider the long-term impact of this shift: when banks guide young couples through home purchases or help families plan education funding, they become integral partners in life’s most significant moments. This evolution transforms banks from easily replaceable utilities into irreplaceable trusted advisors.

A Win-Win for All

The future of banking is no longer about winning on rates alone; that battleground is too crowded. Instead, success lies in building a closer relationship with customers, empowering them to make the right decisions and navigate complexity. 

This relationship-focused approach creates measurable business outcomes: increased customer lifetime value, reduced churn rates, cross-generational customer acquisition, and stronger market differentiation. 

Financial institutions that effectively manage this shift will play a key role in shaping the future of banking.

Are you ready to build a more engaging and profitable banking experience? We’re here to help. Let’s talk about how to transform your customer relationships.

Meet Sofia – The New-Age Saver

Sofia is 27. She’s smart with her money, but like most of us, saving isn’t second nature. Her goal? A holiday in Bali. The problem? Staying motivated. She sets a savings goal in her PFM dashboard, powered by Strands’ intelligent recommendations. Each week, when Strands detects she’s on track, it triggers a rewarding interaction from Perx, like earning a digital stamp. In week three, she gets a surprise: a $5 voucher for her favorite café. Her eyes light up – the progress bar moves. The dopamine hits.

By the end of the month, Sofia isn’t just $500 richer in her savings account—she’s more confident, more loyal to her bank, and telling her friends. Why did this work so well for Sofia? Because each gamified mechanic served a purpose:

• The stamp card gave her a visual sense of consistency—every deposit felt like progress. 
• The midway reward kept her emotionally invested, leveraging the power of surprise and reinforcement.
• The progress bar helped her stay focused and feel the momentum building.

It wasn’t random—it was rooted in behavioral psychology. Her bank didn’t just ask her to save—they gave her a reason to keep saving.

Not Just a Story—Real Business Impact

This isn’t fiction. Banks around the world are already rewriting their customers’ saving stories—with measurable results.

Indonesia’s Top Neo Bank

• Customers spent 67% more than the national average
• $599M in actual transaction value generated across 13.4M campaign triggers
• Achieved a 55% earn-to-burn ratio for loyalty points

Singapore’s Fastest Growing Digital Bank

• Ran 15+ gamified campaigns monthly with 70% average engagement
• 72% customer return rate year-over-year
• Achieved 33x CAC reduction through gamified referrals and stamp campaigns

South Africa’s Largest Retail Bank

• Powered 8.2M transactions across 85 campaigns
• Delivered $67.9M in transaction value via progress campaigns alone
• Ranked as the #1 loyalty rewards program across all industries in South Africa

These aren’t just metrics—they’re proof that meaningful, gamified engagement works—and wins.

The Choice Banks Must Make

With Strands, banks don’t just surface data, they deliver timely nudges and predictive insights that prime users for action. That’s when Perx’s gamified experiences strike the perfect emotional chord. Perx ensures they act—with joy, consistency, and intention.

The real question is: What story are you helping your customers tell themselves? One of friction and forgetfulness? Or one of growth, achievement, and reward? If it’s the latter, and you’re wondering where to start, our gamification eBook is a great first step. Packed with ideas, proven strategies, and campaign breakdowns, it’s built to spark inspiration. And if you’d rather chat with us directly, we’d love to help you craft your own gamified journey:

Let’s make saving feel like winning.