Link Strategic AI Governance to Everyday Customer Trust

The AI Adoption Podcast · Sep 17, 2026 · 33m

NatWest holds every AI system to Europe's standard, wherever it runs. One rulebook across the UK, the EU and North America, chosen because governing to several standards at once multiplies the risk work rather than reducing it.

Paul Dongha, Head of Responsible AI and AI Strategy at NatWest Group, makes the case that AI governance earns its keep only when it reaches the branch counter and the customer, not just the risk committee or the AI Ethics Panel.

The conversation moves from the enterprise risk frameworks banks have run for decades to the ways those frameworks bend, and sometimes strain…