AI in Banking: From Hype to Real-World Impact
Join us for AI in Banking: From Hype to Real-World Impact, an insightful live webinar featuring Mark Worden, NatWest, and Dr Marcel Lukas, University of St Andrews Business School.
Together, they will explore how artificial intelligence is moving from experimentation to practical application across financial services, including:
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Why organisations are adopting AI and the drivers behind its rapid growth
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The difference between an efficiency mindset and a growth mindset
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Emerging opportunities and risks across retail banking, investment and pensions
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The rise of AI agents acting on behalf of customers
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Changing customer expectations around speed, service and personalisation
Drawing on real-world examples, the discussion will examine how AI is already being deployed within banks today, including applications in complaints handling, conversational AI and fraud triage.
The webinar will also explore the lessons learned from implementing AI in practice, highlighting the importance of taking a problem-first approach and balancing innovation with responsible adoption.
This is an excellent opportunity to hear from industry and academic experts, gain practical insights into AI's evolving role in banking, and better understand the opportunities and challenges shaping the future of financial services.
Wednesday, 4 November
10:00 am (GMT)
Dr Marcel Lukas
Dr Marcel Lukas is Senior Lecturer in Banking & Finance and Vice Dean for Executive Education at the University of St Andrews Business School. His work focuses on AI and leadership, AI adoption in organisations, and the future of financial decision-making. He designs and delivers executive programmes on AI strategy for leaders in industry and the public sector, and advises organisations including the Financial Times and UNICEF on fintech, financial education and well-being.
Mark Worden
Mark Worden is a Technical AI Product Manager at NatWest, where he helps shape the bank’s next generation of customer-facing AI. Having worked in conversational AI for more than eight years, Mark has seen the technology evolve from traditional intent-based chatbots through to generative and agentic AI, and has been closely involved in bringing those capabilities into live banking environments. His role sits at the intersection of product, technology and customer experience, working with engineers, data scientists, architects and business teams to turn emerging AI technologies into practical, scalable solutions. Mark is particularly passionate about how organisations can move quickly with AI without losing sight of safety, governance or the people ultimately using the technology.