Generative AI for Customer Engagement & Social Communication in Banking - Next Gen Banking

This programme equips banking professionals with practical capabilities to develop customer-centric content and enhance social engagement through AI-driven and digital communication strategies.

Participants will learn how to align content with business objectives, improve engagement effectiveness across key platforms, and utilise AI-supported insights to strengthen customer interaction while maintaining regulatory compliance and brand consistency.

Programme Outline

Learning Objectives

By the end of the programme, participants will be able to:

Understand how AI-driven content and digital engagement strategies contribute to customer engagement and business outcomes in a banking environment
Apply structured approaches and AI-enabled tools to develop relevant, personalised, and consistent content across digital channels
Design customer-centric content using AI insights aligned to customer segments and key stages of the engagement journey
Evaluate content and engagement performance using AI-supported analytics and practical metrics to improve effectiveness and customer interaction
Manage AI- and content-related risks, including regulatory compliance, brand integrity, data sensitivity, and responsible communication practices

Programme Outline

M1: AI in Banking Content & Communication
Role of generative AI in transforming customer engagement and communication in banking
Key considerations for using AI-generated content in regulated financial environments
M2: AI-Driven Content Structuring
Using generative AI to develop clear, relevant, and consistent messaging
Prompting and structuring AI outputs to align with business intent and audience needs
M3: AI for Multi-Channel Engagement
Leveraging AI tools to adapt content across digital platforms and formats
Using AI to support real-time interaction management and customer response
M4: AI-Powered Customer-Centric Content Planning
Using AI insights to map content to customer segments and engagement journeys
Personalising communication through AI-driven audience analysis and timing optimisation
M5: AI Analytics for Content Performance Optimisation
Using AI-enabled tools and dashboards to measure engagement effectiveness
Interpreting AI-generated insights to refine and improve content strategies
M6: Responsible AI Use in Content & Communication
Managing compliance, data privacy, and regulatory requirements in AI-generated communications
Addressing risks such as hallucination, bias, reputational impact, and governance in AI usage

METHODOLOGY

This programme adopts a practical, discussion-driven approach supported by real banking scenarios. Participants will review examples, assess content effectiveness, and develop improved content approaches through guided exercises and group discussions, ensuring direct application to their day-to-day responsibilities.

Participant profile

Marketing, digital, and communications professionals in banks, including social media managers, content specialists, and customer engagement teams responsible for planning and executing communication across digital channels.

Trainer

Sebastian Chik Mun Leong

Senior Consultant, Next Gen Banking Training

Found a programme that you think would be suitable for your organisation?

Many of our courses can be customised and delivered in-house. We also provide consultancy services to create tailor-made training programmes that are specifically aligned with your organisation’s strategic learning requirements. Contact us today to learn more about how we can support your team’s development by completing the In-House Request Form here or Emailing Us here.

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Sebastian Chik Mun Leong

Senior Consultant, Next Gen Banking Training

Sebastian Chik is a senior consultant, trainer, and strategist with over 20 years of cross-industry experience spanning banking, finance, marketing, business development, and digital transformation. He specializes in AI literacy, workplace productivity, responsible AI adoption, and practical AI application for business and public sector environments.

He has delivered AI-related programmes for corporate and government audiences, with a focus on making AI accessible, useful, and relevant for professionals at different levels of readiness. His training approach combines strategic context, practical use cases, hands-on application, and responsible use considerations to help participants apply AI with greater confidence in their day-to-day work.

Sebastian’s work includes AI capability building, AI governance awareness, productivity-focused AI adoption, and customised learning interventions for workplace transformation.