How Gen AI means better customer experiences – see one bank’s approach

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Gaining a competitive advantage from generative AI (Gen AI) is about implementing technology at the right time. Go too early and you could implement a service that creates more challenges than solutions; go too late and your business could be left behind.
Wendy Redshaw, chief digital information officer at NatWest Retail Bank, recognizes the scale of this challenge better than most. In her role leading digital operations for the finance giant, Redshaw manages 4,500 people across four locations globally and oversees the delivery of retail banking technology for Royal Bank of Scotland, NatWest, and Ulster Bank North.
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The team is focused on digitalizing services to make life easier for the group’s customers. Their work is supported by a planned investment of £3.5bn from 2023 to 2025, with more than 70% of spending targeted at data and technology.
Artificial intelligence, from machine learning to large language models (LLMs), plays a key role in this investment strategy.
Redshaw recognizes there’s been a lot of hype about AI, and with good reason — companies and their customers can see the potential benefits.