The answer lies in a new generation of Fintechs that truly understand users and can support traditional institutions. Their expertise allows them to build living, modular, tailored experiences that turn every interaction into real value – for both the user and the bank.
Juan Carlos López
Co-founder & CPO of Coinscrap Finance
From rigid products to living banking ecosystems
For decades, banks offered a one-size-fits-all product. They would change the way they communicated, improve their website, add a few extras… but the essence remained the same: the customer had to adapt to the bank, not the other way around.
Today, technology has shattered that mold. Artificial intelligence, in particular, enables banks, neobanks, and fintechs to deliver genuine personalization. Not only that, but they are also making personalization the very core of their value proposition.
Big corporations are integrating this technology into their digital platforms to achieve something that seemed impossible just a few years ago: creating a tailored experience for each individual from the very first click.
This is not science fiction – it’s the reality already being built by the most innovative banks. Customizable digital banking is the new way to experience finance.
Modular systems for online banking
The era of closed structures is over! As BBVA explained a few months ago: “We are committed to incorporating, in a much more radical way, the customer’s perspective into everything we do,” stated CEO Onur Genç at the launch of their new app. “Every customer will have their own version of the application.”
What does that mean? Static sections are gone, replaced by modular systems. Widgets to manage active cashback programs, micro-savings or micro-investment tools, real-time statistics, or even virtual financial coaches that genuinely help digital banking users.
These are sets of tools that customers can combine and configure according to their needs at any given time. A medium that adapts, evolves, and learns with every interaction to enhance the user experience.
Banking interfaces that understand the user
In such an ecosystem, every person decides what to see on their home screen. If what matters most to them is growing their savings fund, you can show them a panel with their monthly progress and growth forecasts.
If their focus is on improving profitability, your app can prioritize alerts about spending categories, available cashback opportunities, or notifications of unusual activity. That way, nothing slips through the cracks.
These models are gaining traction across Europe and the United States because they also open the door to innovative use cases. For example, banking apps that enable natural language conversations with users and take their specific context into account to provide the most accurate and useful response.
Want to know more? Download our ebook now: “Conversations that convert.”
Is hyper-personalization of the financial experience profitable?
Personalization is meaningless without tools that can analyze, categorize, and enrich customer transaction data. The information tied to every banking transaction is the true treasure of financial institutions – and it’s still largely untapped.
Apps that integrate this technology achieve more than satisfied users: they create experiences that hook them. That bond translates into lower acquisition costs, higher retention, and more time spent on the bank’s digital platforms.
Customers who sign up faster, stay longer, and are easier to retain… In such a saturated industry, that combination – high engagement and low costs – is the secret recipe that can make the difference between being just another player or becoming a category leader.
🔎 Do you know that…
“Having conversational AI integrated into online banking means understanding customers in the blink of an eye“.
Real impact on users (and on bank profits)
A customer who frequently checks their weekly balance, for instance, could receive recommendations to cut down on “invisible” expenses or offers for products with better conditions than competitors, such as a customized home insurance policy.
Another customer, who often shops at specific supermarkets, could get direct access to their cashback benefits. It’s about designing apps that evolve with users, adapt to their life stages, and deliver the right tools to improve their everyday lives.
Meanwhile, the bank builds an increasingly clear map of what its users need and turns that knowledge into more effective marketing campaigns. Keep reading – I’ll show you the strategies top-performing institutions are already using to set themselves apart.
Conversational AI: the new language of banking
It’s not about guessing what people want, but about analyzing their behavior and adjusting the app experience accordingly. We’ve seen success stories, such as Netflix, which reported a 34% increase in ad-supported content consumption thanks to a personalized interface.
In terms of digital strategy, this ability to personalize also positions banks and neobanks as leaders in “user-centered banking” and “smart finance” – two key demands from customers.
Buzzwords aside, the major advantage for banks is that all of this can be automated. Having Conversational AI integrated into online banking means understanding customers in the blink of an eye.
The ability to understand the intention behind every query
At Coinscrap Finance, this key piece has a name: Smart Assistant. It’s a virtual financial coach capable of understanding natural language questions and responding with precise information, context, and recommendations in milliseconds.
The real power of this tool lies not only in its speed, but in its ability to grasp the intention behind every query. Ask it “How am I doing with my savings goal for this year?” and it won’t just show you the exact figure – it will also provide projections and tailored advice to improve it.
Instead of navigating menus or searching through FAQs, you just type what you want to know. A personal advisor available 24/7: it never gets tired, never makes mistakes, and always delivers up-to-date information.
Personalization has consequences:
- Less friction: fewer steps to complete any operation.
- More control: relevant information always accessible.
- Better decisions: AI adds context and data-driven suggestions.
- Time savings: tasks that used to take hours now resolve in milliseconds.
Strategy and speed: the secret weapon of leaders
Personalization requires rapid implementation of changes. In other words, identifying the key features where you can lead and collaborate with technology partners to accelerate innovation.
This approach allows new solutions to launch in weeks, not years. Features such as automatic income categorization or expense enrichment are no longer long-term projects – they become immediate improvements.
Conclusion: one-size-fits-all is no longer profitable
The logical path in a world where every customer demands a unique experience for their money comes down to one thing: adaptation. Technology will make it possible, and banks, neobanks, and fintechs will be its architects.
In the coming months, we will see how institutions that fail to adopt this model will fall behind, while those that embrace it now will position themselves as leaders in user experience, operational efficiency, and customer loyalty.
About the Author
Juan Carlos López Díaz is Chief Product Officer and co-founder of Coinscrap Finance. In 2016, together with David Conde and Óscar Barba, he created Txstockdata and Coinscrap Finance. After the tremendous success achieved, the business pivoted towards B2B, in partnership with EVO Banco and its “Smart Piggy Bank.” As a developer, he has over 8 years of experience leading major projects.
Along with his team, he is capable of creating the best tools for the financial world. From the product department, Juan Carlos has delivered projects for major companies in the sector: Evo Banco, Santander, Caser, Mapfre, and Bankia. He holds a degree in Electrical Engineering from the Central University of Venezuela and an iOS App Development certification from U.N.E.D and U.C.A.M.
