How Are AI, Digital Identity, and Loyalty Programs Shaping the Future of Retail Banking? | Hexaware’s VP Global Digital Banking, Peter-Jan Van de Venn | Rabobank’s Head of SBM, Vincent Kolijn

The future of banking is here, and it’s being driven by artificial intelligence and generative AI. In this video, we explore the exciting trends transforming retail banking, from hyper-personalization to conversational banking powered by AI. With AI accelerating segmentation and creating more granular value propositions, banks are now able to serve customers in a more targeted, individualized way, whether it’s youth banking, family banking, or services for tech-savvy millennials.

One of the most exciting developments is the rise of conversational banking, where customers can ask their bank about transactions or spending habits through AI-driven interfaces. This trend is just beginning, but the potential for enhanced customer engagement and convenience is clear. Alongside this, loyalty programs and digital identity wallets are taking off, particularly in the US, Middle East, and now Europe, adding another layer of personalization and security to the banking experience.

The next frontier in banking innovation is digital identity. With new regulations like eIDAS and PSD3, banks have an opportunity to become the custodians of their customers’ sensitive data, enabling secure, seamless transactions and personalized services. This video dives into the growing importance of digital identity wallets and how banks that successfully become the “wallet of choice” will gain a strategic advantage in the decade to come.