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Banks Must Embrace NextGen Solutions to Meet Customers’ Demands

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By Dean Baker, Squad Lead, BFSI from Infobip

South African banks have weathered rough seas during the past year, with many of their customers coming under severe pressure from a stagnant economy, rising cost of living and high interest rates. Despite these storms, the financial services industry is still delivering good profits and growth, but there is constant pressure to maintain these results amid the adverse market trends and pressures that are currently shaping the landscape.

While South Africa’s established banks and financial institutions remain the powerhouses in the banking space, new entrants in the market are making a name for themselves in both the high and low Living Standards Measure (LSM) brackets. Some are making inroads in traditional markets and while others are looking to disrupt the underserviced digital space.

This has led many banks and financial institutions to look at achieving agility and to transform several of their strategic imperatives, such as how to become a more customer focused enterprise, how to adopt new operating models quickly and effectively, and how to optimise risk and compliance while doing that.

Opportunities are available for financial institutions wanting to explore the market and reinvent their enterprise to increase their relevance for their customers. However, these organisations need to embrace emerging technologies that make it possible for them to strengthen their digital core and leverage the power of cloud, data and Artificial Intelligence (AI) in order to reach new performance frontiers.

Technology now an enabler

Technology – once viewed as a disrupter – is now an enabler that helps organisations to enhance their productivity, transform the cost of structures, engage with customers in novel ways and develop completely new propositions.

As a consequence, the banking and financial services industry as a whole is being transformed by technology advancements, changing customer preferences and nimble new players.

At the same time, one of the biggest challenges that traditional banks still face is trying to adapt to the high costs in the industry, including that of maintaining physical branches. A number of organisations are thus looking to transform the engagement with their customers and are seeking to bring efficiencies into their branches.

Despite these challenges, Africa is still one of the few places in the world where significant changes have taken place over the past few years, in some cases more so than in developed countries. According to market research, the growth in mobile banking in parts of Africa is among the fastest in the world.

This is because customers are expecting more from financial institutions and are clamouring for a superior cross channel experience, coupled with hands-on guidance and personal intervention when required.

Beyond the product

These heightened customer demands will require financial organisations to go beyond the product and facilitate the customer journeys and create customer experiences that are data-driven, consistent across customers’ channels of choice and complete with personalised engagement.

Essentially, we are entering the age of the conversational transaction where more and more communication apps are becoming part of bank customers’ end-to-end experiences. Behind customer demands are a number of accelerators driving this new technological transformation. These include hyper-personalisation, automation and 24/7 availability, as well as technological shifts towards the use of Digital channels, AI-driven tools (including chatbots and self-service), rich messaging apps and upgraded legacy voice/video channels.

Other accelerators include substantial increases in cloud contact centre interactions, chat apps being used as key channels for marketing, sales and support, and year-on-year growth in the use of digital channels (for example WhatsApp and RCS) for customer communication.

The data-driven journey can be summed up as one of continuous awareness creation and engagement through personalised recommendations based on profile scoring, to stimulate consideration and transaction with ongoing customer care and retention. This includes seamless agent intervention and handover when needed, ultimately creating loyalty with the drive and aim to increase customer lifetime value.


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Ugo Onwuaso is an ICT enthusiast. He believes technology should be used for general good. He holds a Master of Public Administration (MPA) degree from the Lagos state University. Dear Reader, Your support matters. But we believe that technology makes life more exciting and helps improve the lives of people around Nigeria and indeed the world. That is why, we have devoted our energy to independent reportage of technology and finance and how they affect lives. Our incisive and analytical view of how technology news affects the daily life help individuals and organizations make up their minds. Quality journalism costs money. Today, we're asking that you support us to do more. Kindly support our effort to deliver technology and finance journalism to everyone in the world. Donate as little as N1,000. Bank transfers can be made to: UBA Plc 1017156876 Communication Week Media Ltd

E-Financial

CBN Pegs Daily Transaction Limit on PoS Agents @ N1.2m

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The Central Bank of Nigeria (CBN) has restricted Point of Sales (PoS) agents to a daily transaction limit of N1.2 million. The apex bank revealed this in its ‘Circular on Cash-Out Limits for Agent Banking Transactions,’ released on Tuesday.

It noted that this is in line with its ongoing efforts to advance a cashless economy. “The Bank hereby releases the following policy interventions, which have become necessary to enhance the use of electronic payment channels for agency banking operations,” the circular signed by Oladimeji Yisa Taiwo for the Director, Payments System Management Department, read.

According to the Nigerian Financial Services Report, agency banking (Point of Sale [PoS] and mobile money) is one of the major ways people without bank accounts get money from people outside their community and is a key enabler of financial inclusion. As of July 2024, Nigeria had 3.05 million deployed PoS and 4.06 million registered PoS terminals, according to the Nigeria Interbank Settlement System Plc.

Part of this policy intervention also set a cash withdrawal limit per customer (regardless of channel) at N500,000 per week.

All agent banking terminals are now set to a daily maximum transaction cash-out limit of N100,000 per customer, and an agent’s daily cumulative cash-out limit is now pegged at N1.2 million.

Also, agent terminals must be connected to a Payment Terminal Service Aggregator (PTSA). “Ensure that all daily transactions per agent, including withdrawals, limits of transactions, and balances in the float accounts of each agent, are sent electronically to NIBSS as a report to the CBN. The template of this report will be sent to principals,” the apex bank noted.

According to the CBN, agent banking services are now to be demarcated from merchant activities, and agents must apply the approved Agent Code 6010 for agent banking activities.

 


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SEC Urges Public Companies to Publish Financials Online by January 2025, Threatens Sanctions

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The Securities and Exchange Commission (SEC) has issued a directive requiring all publicly-listed companies to publish their financial statements on their websites starting January 2025. The commission warned that failure to comply with this directive would attract sanctions.

In a statement released on Tuesday, SEC noted that while public companies routinely file periodic returns with the commission and relevant securities exchanges, many fail to make these financial statements accessible on their websites, contravening Rules 39 and 41 of the Commission’s Rules and Regulations.

“The rationale for the publication of periodic returns on their websites is to provide seamless access by the public to such information, which would serve as a guide to making sound investment decisions,” SEC stated.

The commission emphasized the importance of timely disclosures as a critical aspect of shareholder engagement and investor confidence.

SEC has outlined strict enforcement measures for companies that fail to comply with the directive. Effective January 2025, any public company that does not publish its periodic financial returns on its website alongside submissions to the SEC and relevant securities exchanges will face penalties.

“Timely disclosures are a key component of shareholder engagement,” the statement reiterated, adding that public companies must align with these rules to avoid regulatory action.

Meanwhile, SEC also addressed fintech operators in the capital market, emphasizing the need for compliance with regulatory frameworks when raising funds.

Emomotimi Agama, SEC’s Director-General, reiterated the commission’s commitment to safeguarding investor interests amidst the growing adoption of fintech solutions in the capital market.

“Fintech operators must adhere to the rules of the capital market, as the commission remains steadfast in protecting investors,” Agama stated.

This directive underscores SEC’s dedication to transparency and investor protection while promoting accountability among public companies and market operators.


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FirstBank Spreads Joy with DecemberIssaVybe campaign

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FirstBank, through its First@arts initiative, has launched the annual DecemberIssaVybe campaign to inspire and empower Nigerians to create and enjoy thrilling memories.

The campaign provides fully paid access to concerts, shows, plays, and festivals featuring A-list entertainers, including Kizz Daniel, Davido, Burna Boy, Asake, and Tiwa Savage.

FirstBank has consistently supported festive concerts and events, creating unforgettable experiences for music lovers.

This year’s campaign kicked off with Kenny Blaq’s Reckless Musicomedy Festival at Onikan Stadium, Lagos, featuring performances by DJ Neptune, Kenny Blaq, Aproko, MC Monica, and others.

FirstBank distributed free tickets to young Nigerians and entertainment enthusiasts through engaging social media activities.

The bank’s Ag. Group Head of Marketing & Corporate Communications, Olayinka Ijabiyi, emphasized FirstBank’s commitment to delivering a ‘Wow December to Remember’ experience.

To participate, follow FirstBank on social media:

Facebook: First Bank of Nigeria Limited
Instagram: @firstbanknigeria
Twitter: @firstbankngr

Stay updated on ticket giveaways and experience the vibrant party atmosphere this season!


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