How Are Hyper-Personalisation and AI Redefining Customer Engagement in Banking? | Meniga’s Egill Ingolfsson and Belfius’ Jonathan Neubourg

Egill Ingolfsson, Meniga and Jonathan Neubourg, Belfius talk about how personalisation can really change banking. They notice that many traditional banks aren’t making the most of it. Sure, banks offer great products like mortgages and loans, but they often don’t personalize these offerings. On the other hand, neobanks have a smaller selection of products to work with. Jonathan shares a story about how his bank used his transaction data to suggest an investment. With just a few clicks, he was steered toward a fund, showing how effective personal financial advice can be when done right.

They point out that this kind of real-time, tailored engagement is something many banks still lack. Egill explains how Meniga’s platform helps banks send the right messages to the right customers at the right time, which can boost cross-selling rates by up to 30% and improve customer engagement. When done well, personalisation can change banks from just being service providers to actual partners in helping customers manage their money.

Looking forward, Jonathan and Egill believe that while tech like AI will significantly change banking, the real winners will be the banks that use these tools to create unique customer experiences. Jonathan mentions Belfius’ investment in Mistral AI as part of their long-term plan but emphasizes that the technology is only helpful when it aligns with a bigger strategy and provides a real advantage.