Recognition reflects FNB’s use of AI to help customers discover relevant solutions faster and create more personalised banking experiences
Thank you for reading this post, don't forget to subscribe!FNB has received two accolades at the 2026 Global Digital Banker AI Innovation Awards. The bank has won the Outstanding Use of AI in Digital Sales category for the second consecutive year and received its first recognition in the Outstanding Use of AI in Marketing category.
The Global AI Innovation Awards, hosted by The Digital Banker, recognise organisations that use AI to create meaningful customer outcomes while delivering measurable business impact.
Dane Liebenberg, AI Executive, Retail and Business Banking FNB, says, at FNB, innovation is never about technology for technology’s sake. It is about using technology responsibly to better serve the bank’s customers.
“AI helps us better understand the evolving needs of our customers so that we can remove friction, personalise experiences and make it easier for them to access products and services that add real value at different life stages. What makes this recognition particularly meaningful is that it reflects how technology can strengthen human help and improve everyday customer experiences.”
By June 2026, FNB’s AI-enabled sales capabilities generated 2.3 million sales, representing 37.1% year-on-year growth while personalised offers informed by contextual triggers and recommendation capabilities delivered an 18% increase in customer engagement.
The bank also saw a 75% improvement in ad engagement and a 46% increase in sales from digital advertising, demonstrating the value of using AI to create more relevant, customer-centred communication and interactions.
“This recognition is a strong affirmation of the work First Advertising is doing to combine creativity, audience insight, data and AI in ways that deliver measurable value for both customers and the business. Both accolades demonstrate the strength of our integrated approach and ability to turn customer understanding into communication that is more relevant, timely and effective,” adds Suzanne Myburgh, Head of First Advertising at FNB
“For us, AI does not replace creativity or human judgement. It enables us to apply these capabilities with greater precision, helping our brand cut through the volume of messages customers encounter every day and connect with them in more meaningful ways. We are proud that this work has been recognised internationally and excited about the opportunity to continue building First Advertising’s reputation as a trusted partner in delivering customer-led, commercially effective work.”
Liebenberg says as FNB continues to evolve its AI capabilities, the bank remains focused on using technology to strengthen human help, deepen customer understanding, and build trust.
“We want to make banking more intuitive, accessible and rewarding for the millions of customers we serve every day,” she concludes.