Best practices from the top 4 banks in hyper-personalisation

Summary

This report examines hyper-personalisation strategies in digital banking, focusing on best practices from four leading banks: Commonwealth Bank, Kakao Bank, Revolut, and Up Bank. Hyper-personalisation in banking leverages behavioural data science and artificial intelligence to deliver tailored products, services, and offers that enhance customer experience and loyalty across digital channels, including mobile banking apps. The report outlines the four pillars of personalisation—convenience, personalisation, gamification, and insights/tools—and explores how these are implemented in top-performing banking apps. It details the selection methodology, which includes app ratings, feature analysis, and a review of hyper-personalisation capabilities. For each bank, the report provides background context and a breakdown of their unique approaches to customisation, budgeting, gamification, savings tools, and personalised offers. Key questions addressed include: What frameworks and features define hyper-personalised banking apps? How do leading banks use AI and data analytics to improve customer engagement? What role do gamification and social features play in digital banking? How do banks balance convenience with advanced personalisation? The report is essential for banking professionals, fintech strategists, and digital product managers seeking to benchmark their customer experience initiatives and understand the evolving landscape of hyper-personalised financial services.