Australian banks are facing a defining moment. The cost-of-living crisis has intensified financial stress for millions, and customer expectations have shifted dramatically. Today, 96% of Australians expect their banks to proactively detect early signs of financial distress, and 92% want support before their situation becomes critical. This is not just a call for better service—it’s a mandate for banks to become true partners in their customers’ financial wellbeing.
Artificial intelligence (AI) and advanced analytics are at the heart of this transformation. By harnessing the power of data, banks can move from reactive, one-size-fits-all responses to proactive, personalized interventions that make a real difference in people’s lives.
The demand for proactive support is especially pronounced among younger Australians. Research shows that those under 45, and particularly those in precarious financial situations, are the most vocal in expecting banks to play an active role in addressing financial stress. For these customers, banking is not just about transactions—it’s about trust, partnership, and shared responsibility.
Younger generations also bring heightened expectations around social responsibility and digital experience. They want banks to:
Banks hold a wealth of data on customer behavior, transactions, and financial health. AI and advanced analytics can transform this data into actionable insights, enabling banks to:
To deliver on these expectations, Australian banks should consider the following strategies:
Break down data silos across channels—branch, mobile, web, and contact center—to create a 360-degree view of each customer. This enables AI to analyze patterns and predict needs with greater accuracy.
Ensure customers can move seamlessly between digital and physical channels, with context and personalization preserved throughout. For example, a customer flagged as at-risk online should receive consistent, informed support if they visit a branch or call the contact center.
Develop a toolkit of interventions—flexible loan terms, fee waivers, interest rate adjustments—that can be deployed proactively based on individual needs. Use AI to recommend the right option at the right time.
Provide budgeting and savings tools enhanced with predictive insights. Automated alerts and personalized recommendations can help customers stay on track and avoid financial pitfalls.
Address concerns about AI by clearly communicating how data is used and protected. Offer customers control over their data preferences, and ensure robust security and scam prevention measures are visible and effective.
Use AI to analyze customer sentiment and behavior, and actively solicit feedback to refine support strategies. This ensures interventions remain relevant and effective as needs evolve.
Proactive, AI-driven support is not just good for customers—it’s good for business. Banks that invest in personalized, data-driven care see:
In a competitive market, the ability to deliver proactive, empathetic support is a clear differentiator—especially for younger Australians who will shape the future of banking.
The future of banking in Australia is about blending digital innovation with human connection. By leveraging AI and data to anticipate needs, personalize support, and intervene early, banks can become trusted partners in their customers’ financial journeys. This is not just a technological shift—it’s a cultural one, requiring banks to put customer wellbeing at the center of every decision.
Publicis Sapient partners with leading banks to operationalize AI at scale, combining strategy, engineering, data, and experience design to deliver measurable impact. The journey requires vision, investment, and a relentless focus on customer outcomes—but the rewards are clear: greater efficiency, deeper relationships, and a future-ready organization.
Ready to reimagine proactive banking for financial wellbeing? Connect with Publicis Sapient to unlock the full potential of AI and data-driven transformation for your customers—and your business.