Micro-Personalisation in Banking: A Roundtable with NatWest

Why this conversation matters

In little more than a decade, app-first banks have changed what people expect from a bank. Instant notifications, spending insights shaped to each person and offers that arrive at the right moment have built large, loyal customer bases. Established banks hold advantages that are hard to copy, from years of customer data to the trust of millions of households. The opportunity is to turn those strengths into experiences that feel personal to every customer, to the standard a regulated bank must meet.

The timing matters too. AI agents, Open Finance and new FCA rules on tailored guidance are all changing what personalisation can look like in banking.

What we will explore

Rufus Kendall, Head of Technology, Customer Engagement and Operations at NatWest Group, and Richard Smith, Co-Founder and CEO of Formulate, will co-host a conversation built around three questions.

Where personalisation pays. The customer needs and moments that gain the most, and where it adds complexity or risk instead of value.

AI in practice. What agentic automation is already doing inside banks, and what is holding it back.

Making it work at scale. The data, technology and culture it takes, and what should stay deliberately human.

Places are limited and attendance is by invitation only. Find out more and register your interest now at micropersonalisationroundtable.co.uk.