Generative AI (genAI) is making it easier than ever to create individualized banking experiences at scale. As banks and credit unions plan their personalization strategies, they need to understand the customer-facing areas where genAI can deliver the most value.

Key Question: What are the key personalization use cases for genAI in consumer banking, and how should banks and credit unions prioritize them?

Key Stat: Almost three-quarters (74%) of US consumers across all generations want more personalized banking experiences, per February 2024 data collected by The Harris Poll for Q2.