FirstBank Chatbanking delivering improved customer experience, secure banking transactions – Firstbank boss
Temitope Adebayo
The Managing Director/Chief Executive Officer, First Bank Nigeria Limited, Dr Adesola Adeduntan, on Tuesday, said the lender WhatsApp banking platform is already delivering improved customer experience.
Speaking at the Future Banking Tech West Africa Conference in Lagos, the FirstBank CEO noted that the FirstBank Chatbanking has been enabling customers to seamlessly and securely perform banking transactions via the everyday messaging platform.
He, however, pointed out that the future of such experience in the African banking sector would be driven by specific trends that would ultimately lead to the unlocking of enormous potential in the financial services sector.
Adeduntan who was represented by the Head of Global Custody, FirstBank, Mr Timi George, spoke on: “The Future of Customers Experience and Users Experience in West Africa’s Banking Sector.”
According to him, “The banking solutions have to do with making bank transfers, paying bills, buying airtime and data, checking account balance and basic inquiries.”
It has the mandates to achieve financial inclusion across West Africa by 2020.
“The changes in the banking landscape should make everyone to be prepared at all times. At FirstBank, we have staunch support for the future of the banking industry.
“Banking behaviour has changed as well as an attitude toward banks and expectations which led to innovations”, he explained.
The FirstBank boss added that the bank WhatsApp was enabled by innovative digital and data technologies such as digital security protocols, chatbots, artificial intelligence and big data analytics, to drive improved customer and user experience.
He listed the trends that would lead to the unlocking of potential in the financial services sector to include switching from selling to serving, providing solutions instead of features, connecting emotionally instead of providing information, focusing on disruption instead of protection, and creating flow and avoiding fragmentation.
“The bank customers of now, as well as future are seeking real-time interactions and pinpoint accurate, personalised engagement.
“The banks that are winning and will win in the future are those that are able to deliver on both fronts for the customers through unique capabilities”, he said.
