Newgen’s AI Vision: Hyper-Personalised, Real-Time Banking

Greg Sullins and Sandeep Hinduja from Newgen sketch a near-term future for banking: AI everywhere, fewer silos, and services that meet customers where they are. It’s pragmatic, not hype, and focused on governance, deployment models, with human roles that remain essential.

AI,  especially agentic and generative, in the next five years will be woven into day-to-day banking. Routine work shifts to AI agents handling multi-step processes, while staff focus on judgement, relationships, and exceptions. Products become adaptive, updating in real time with a customer’s context. Banking moves from transactional to proactive, like a “financial co-pilot.” Sullins positions Newgen as a long-term partner enabling this responsibly and at scale, with governance and agility built in.

Newgen expects hyper-personalisation at scale to displace static “silver/gold/platinum” tiers. Segments become dynamic and real-time, so eligibility and offers evolve continuously. Customers get more relevant service, and bankers collaborate across what used to be hard segment walls.

AI’s spread will be twofold: front-end experiences (agentic assistants, gen AI, predictive models) and back-office operations (workflow automation, decision support). The “human moment” stays, fully human-less operations aren’t the goal now, but AI will pervade most steps, freeing capacity for higher-value work and upskilling.

Cloud is a key unlock. Many large banks still rely on on-prem systems that create data silos and slow AI adoption and expect continued cloud migration to break those silos. Newgen’s platforms are cloud-native yet deployable in hybrid or on-prem setups to fit risk and regulatory needs.

Embedded finance rises alongside super-apps but banks can’t wait for traffic; they must deliver services inside the environments where customers shop and engage which expands reach but raises the bar on authentication, consent, and transaction security. This means that regulators are set to intensify scrutiny on security, privacy, and model governance as personalisation and cloud scale. Guardrails such as data lineage, explainability, monitoring are non-negotiable.

Newgen presents itself as an AI-first transformation partner, connecting systems, processes, people, and devices.