A trusted partner for tomorrow's banking - shaping the future of banking responsibly and sustainably with technology, data and AI.
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Succeeding with customers through tech, data and AI
It starts with customers
We start with customers and work back in everything we do – their needs and data drive our decision making.
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Going beyond expectations
To get closer to customers and meet their rapidly changing needs and behaviours, we’re working to deliver seamless, smart and connected digital experiences as we accelerate our pace of innovation.
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Getting future-fit
We’re investing in the skills of our people, embedding state of the art technology, and partnering with experts to build a bank that’s radically simpler, more agile and adaptable in our evolving world.
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Innovating responsibly
Delivering pioneering AI research, setting the standard for responsible AI and working across industries is helping us gain trust with customers and win at the convergence of finance and technology.
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£1.2bn invested in 2025
We’re continuing to make a significant investment into our AI, data and technology transformation to serve our customers better and faster, and operate the bank more efficiently.
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£100m
Investment capacity created in 2025 alone through the simplification of our processes, the deployment of AI assistants and agents, and our transition to the cloud.
Evolving our digital assistant Cora with the latest AI
Since launching nine years ago, our AI digital assistant Cora, has developed into a powerful tool resolving millions of customers queries a year.
- Cora handled 12.9m retail banking customer conversations in 2025.
- Introduced GenAI to Cora in 2025, to support customers with more personalised, intuitive responses to their queries.
- By the end of 2025, the number of customer journeys powered by GenAI had grown from four to twenty one.
- We’ll soon be launching our first customer-facing agentic AI financial assistant via Cora – testing it with 25,000 customers initially.
Being a trusted partner for tomorrow’s banking through technology, data and AI
"The only certainty is that our customers will bank very differently in the future, and being closer to them, with trust and insight, matters more than ever. As technology reshapes how people live, work and bank, we’ve been transforming the foundations that support every interaction they have with us." Scott Marcar, NatWest Group’s Chief Information Officer.
NatWest Group Fintech programme launches
Our 2026 theme focuses on ‘How AI is Shaping the Future of Customer Experience’.
Boosting UK start ups with Google
NatWest Group is partnering with Google to help entrepreneurs understand and implement AI.
Building an AI-driven workforce
How we’re driving service delivery and efficiencies with data and AI.
11.4M
Customers using our mobile app
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21
Customer journeys powered by GenAI in Cora, faster and more personal support
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>12,000
Coders using AI to accelerate software development
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12.9M
Uses of our Cora AI digital assistant in 2025 by Retail banking customers
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1M
Sainsbury’s Bank customers successfully integrated into our systems
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70,000
Hours AI tools have saved in Retail banking through automated call summaries and simplified complaint responses
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84.5%
Commercial and Institutional customers banking digitally first
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1st
UK bank to have strategic collaboration with OpenAI
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30%
More time spent with customers by Private Banking and Wealth Management Relationship Managers using AI tools
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Ethical AI and data management
NatWest's Head of Responsible AI, Dr. Paul Dongha on the critical importance of ethics in AI and data management.
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Personalising mobile banking
Wendy Redshaw, Chief Digital Information Officer, Retail Banking, explains how we’re evolving our mobile app experience.
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Exploring new technologies
David Grunwald, our Head of Open Innovation, on the importance of leveraging new tech and business models to meet our customers’ changing needs.
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