The 2025 Meniga Customer Conference was held last week, September 25th, and we are thrilled to say it was an astounding success!
Customers and partners from many of the world’s most influential institutions, such as BCG, Groupe BPCE, Crédito Agrícola, AIB, Belfius, mBank, OTP, and Bank Millennium, gathered at the Google HQ in Warsaw to strengthen relationships and strategise about the future of banking.
The event was filled with insightful presentations on AI, Personalisation, and the importance of customer-centricity when designing banking apps. Attendees left the conference full of inspiration and deep knowledge they could apply to their own roadmap.
Read on to discover the four main takeaways from the conference.
From left: Duncan Scott from BCG and Marcin Piwowarczyk from mBank
PFM is still relevant for Best-in-Class digital banking
Before diving into topics such as Conversational Banking and Agentic AI, it was important to call attention to the foundations of digital banking.
Duncan Scott from Boston Consulting Group kicked off the agenda by presenting results from a monumental analysis (365 banks in 56 markets) on what made a great digital bank. The results showed that the difference between average banks and world-class digital banking was greatly affected by the PFM features offered. Banks that had advanced PFM features in their apps experienced higher customer loyalty & increased conversion rates, while making a real impact on their customers’ financial habits.
Solidifying these findings, Marcin Piwowarczyk from mBank presented how their in-app Finance Manager helped 1.9 million mBank customers manage their finances better. By providing helpful features such as Finance Analysis, Budgeting Tools, Planning, and Wrapped Summaries, mBank has seen increased logins to their mobile app, increased activation rates, and astounding positive feedback from their customers. Their dedication has resulted in mBank being recognised among the top 5% of banks worldwide in personal finance management and awarded the title of Global Digital Champion by Deloitte.
It is clear that PFM is nowhere near being outdated or obsolete. In fact, it has evolved into being a requirement for any bank that aims to make a real difference with their customers.
From left: Yücel Erbilgiç from Commencis and Anna Skibicka from Meniga
Personalisation remains a key strategy for proactive engagement
Like PFM, Personalisation is by no means a new topic. As one presenter said, although personalisation has been around for years, the strategy behind it has evolved with advancing technology. Customers want their bank to predict, identify, and respond to their needs in real-time, and have the same personalised experience they associate with e-commerce giants. Personalisation has a real impact on the bottom line too, as, according to McKinsey, banks that do not personalise effectively are operating 20% below their revenue potential.
Yücel Erbilgiç from Commencis spoke about implementing the Meniga Insights Platform for one of Saudi Arabia’s largest banks. With this initiative, the bank aimed to provide personalised recommendations to guide their customers in their finances, increase conversion by offering relevant products based on customer behaviour, and boost engagement & retention through helpful and timely nudges. Yücel explained how Meniga’s Insights Platform allowed for Persona Generation, such as ‘Foodie’ or ‘Traveller’, and how the bank is able to deliver push notifications or in-app banners in real-time, offering timely offers and financial guidance when the customer needs it the most.
Anna Skibicka, Senior Product Manager for the Meniga Insight Platform, took the stage to present the future of Personalisation. Why settle for simple segments and push notifications when today’s technology can offer so much more? With Meniga Insights, banks can consolidate data beyond transactions to build rich 360° user profiles. They can evaluate numerous labels and eligibility checks in real-time, allowing for dynamic segmentation. They can assign different content variants depending on the behavioural traits of the user receiving the insight, or based on how they currently interact with their banking app. This allows banks to leverage ongoing or predicted trends and behaviour to act on opportunities instantly. She also presented our new AI Agents, which help bank admins make full use of the platform with automation and ease.
With Meniga Insights, no two banking customers will have the same banking experience. This is the essence of true hyper-personalisation.
From left: Seva Shchepanskyi from Crayon, Krzysztof Polasik and Mariusz Cyranowski from Meniga, and Michal Skowron from Google
The AI era is officially here, and every bank must define its strategy
To no one’s surprise, AI was a central theme of the conference.
Seva Shchepanskyi from Crayon opened the topic by presenting the multiple ways AI can be implemented in the banking industry. Crayon is an expert in consulting and implementing AI solutions, from Decision Intelligence & Data Platforms, to AI Chatbots and Agents. Seva emphasised the importance of data quality in any AI initiative. With AI, it is most certainly ‘garbage in, garbage out’. He praised Meniga’s Enrichment engine, which consolidates and standardises data from multiple sources, transforming it into a usable source for any AI initiative.
Next, Krzysztof Polasik and Mariusz Cyranowski demonstrated Meniga’s latest innovation: The LLM-powered Conversational Financial Assistant, Fini. With a single Conversational User Interface, banking customers can ask questions such as “Can I afford a car?” and receive a personalised, well-structured financial plan for the car purchase. Moreover, they can initiate actions such as paying invoices with a simple voice command. The duo presented how banks can work with Meniga to launch AI Assistants safely and with speed, customised to fit the bank’s unique goals and ambitions.
Next, Michal Skowron from Google guided attendees through the history of AI, from inception to where it currently stands today. He demonstrated Google’s multimodal AI and exhibited how banks can use Google’s open-source Agentspace to build, manage, and adopt AI agents in their organisations.
From left: Raj Soni from Meniga, Nicolas Goosse from Belfius, Denver Corrigan from AIB, Duncan Scott from BCG, and José Morgado from Crédito Agrícola
Established banks should pursue digital transformation with urgency and focus
The agenda ended with an intimate fireside chat containing thought leaders from the financial industry: Nicolas Goosse from Belfius Bank, Denver Corrigan from AIB, Duncan Scott from BCG, José Morgado from Crédito Agrícola, and Meniga CEO, Raj Soni.
The panellists openly shared their own experiences with Digital Transformation and Mobile Banking initiatives, including success stories, missteps, and lessons learned during the process. The three banking leaders were in complete agreement with their recommendations to other banks embarking on their digital transformation journeys:
- Be laser-focused on your mission. Figure out what you want to achieve and stick to it. Set short time frames, be bold, and be ambitious.
- Adopt a positive mindset. If you are a traditional bank with tons of legacy technologies holding you back, the journey will not be easy. But it will be worth it.
- Partner with the right service providers. Buy vs Build is a common discussion within banks’ IT departments, but from the panellists’ experience, Buy is the way to go. Partnering with a service provider who has years of experience and a dedicated team focused solely on digital banking experiences will complete the project better and faster than if it were built from scratch in-house.
As Meniga’s CPO Arturo Rivasainz presented; Simply having a mobile banking app is no longer enough. If established banks want to survive the current competitive landscape, packed with Neobanks and other financial platforms, they need to act fast.
