The UK cognitive banking imperative

Insights from banking leaders at Lloyds Banking Group, First Direct, Bank of Ireland, and NiCE - captured live at MoneyLive.

“Fulfil customers’ everyday needs… then you earn the right to talk to them about their unstated needs.”

At MoneyLive, banking leaders discussed how UK financial institutions are rethinking customer engagement in an era shaped by AI, Consumer Duty, and rising expectations for more human support.

This whitepaper brings together perspectives from Lloyds Banking Group, First Direct, Bank of Ireland, and NiCE to explore:

How cognitive banking is changing customer experience
Why fragmented knowledge is slowing service teams down
How banks can scale AI responsibly
What operational and compliance challenges must be addressed first
How Lloyds Banking Group reduced knowledge search time by 66% using generative AI

Explore the future of cognitive banking in the UK.