Seen Here: Dané Liebenberg, AI Executive for Retail and Business Banking at FNB Photo Credit: Supplied
FNB has strengthened its position in AI-driven banking innovation after securing two accolades at the 2026 Global Digital Banker AI Innovation Awards, highlighting the bank’s use of artificial intelligence to deliver more personalised customer experiences and measurable business growth.
Announced on 16 October 2026, the recognition includes the Outstanding Use of AI in Digital Sales award for the second consecutive year, alongside the bank’s first win in the Outstanding Use of AI in Marketing category.
Hosted by The Digital Banker, the awards recognise organisations that apply artificial intelligence to improve customer outcomes while delivering measurable commercial impact.
AI delivers measurable business results
FNB’s latest performance figures highlight the growing role of AI in connecting customers with relevant banking products and services.
By June 2026, the bank’s AI-enabled sales capabilities had generated 2.3 million sales, representing 37.1% year-on-year growth. Personalised offers informed by contextual triggers and recommendation capabilities also contributed to an 18% increase in customer engagement.
In its digital advertising operations, FNB recorded a 75% improvement in advertising engagement and a 46% increase in sales from digital advertising — results the bank attributes to more relevant, customer-centred communication and interactions.
Dane Liebenberg, AI Executive for Retail and Business Banking at FNB, said the bank’s approach to innovation centres on improving the customer experience rather than adopting technology for its own sake.
“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,” Liebenberg said.
He added that the recognition demonstrated how technology could strengthen human support and improve everyday banking experiences.
Seen Here: Suzanne Myburgh, Head of First Advertising at FNB Photo Credit: Supplied
Personalisation meets creativity
FNB’s recognition for AI-driven marketing also highlights the role of First Advertising, the bank’s advertising and marketing operation, in combining creativity, audience insights, data and artificial intelligence to deliver more relevant communication.
Suzanne Myburgh, Head of First Advertising at FNB, said the accolades affirmed the value of an integrated approach that translates customer understanding into communication designed to deliver commercial results.
She emphasised that AI was not intended to replace creativity or human judgement, but to help the bank communicate with greater precision and connect with customers in a crowded media environment.
According to Myburgh, the approach enables FNB to make its marketing more timely and relevant while supporting stronger customer engagement and business performance.
Building trust through responsible AI
As financial institutions increasingly explore AI to improve service delivery and customer engagement, FNB says it remains focused on applying the technology responsibly.
Liebenberg said the bank would continue developing its AI capabilities to deepen customer understanding, strengthen human assistance and build trust.
The broader objective, he said, is to make banking more intuitive, accessible and rewarding for the millions of customers FNB serves.
The double recognition underscores the growing role of AI in digital banking — not only as a tool for automation, but as a means of improving how financial institutions understand customer needs, tailor their services and measure the impact of their interactions.
