Adesola Adeduntan, the Chief Executive Officer of First Bank of Nigeria Limited, has disclosed the bank’s commitment to keep up with its objective of driving digital banking, in order to improve its customers’ experience and promote seamless banking across its branches worldwide.
The CEO made this disclosure during the ‘Future of CX/UX in West Africa’s banking sector -Whatsapp banking’, an event that was recently organised in Lagos by Greater Minds.
First Bank is focused on the needs of its customers and user experience: According to Mr Adeduntan who was represented by the Group Head of Financial Institutions, Timi George, the bank is focused on the needs of its customers and their user experience.
He added that Digital Banking would lead to a shift from the old mindset to an experienced mindset.
Speaking further, Timi George said that the future of customer and user experience in the banking sector would be driven by specific trends that would lead to the unlocking of greater potential in the financial services sector.
He also noted that the banking behaviour had changed and that customers would seek real-time interactions and effective personalised engagements.
Mobile and digital banking are the future: According to the First Bank Chief Executive Officer;
“MOBILE AND DIGITAL BANKING LEVERAGES NATIVE AND RESPONSIVE DIGITAL INNOVATIONS TO DELIVER AESTHETICALLY CONSISTENT PHYSICAL AND DIGITAL EXPERIENCES TO CUSTOMERS.
“THUS WE DELIVER REAL TIME EVENT- DRIVEN INFORMATION AND OFFER TO PROACTIVELY SERVE THE IMMEDIATE AND LONG TERM FINANCIAL NEEDS OF CUSTOMERS.
“WE HAVE ADOPTED A DISCIPLINED APPROACH TO DELIVER UNIQUE CUSTOMER EXPERIENCES THROUGH BEST IN CLASS VALUE AND CUSTOMER SERVICE; ENABLING CUSTOMERS TO INITIATE, PAUSE AND RESTART TRANSACTIONS ACROSS VARIOUS CHANNELS AT ANY TIME. ALSO, WE USE ADVANCED ANALYTICS TO EVALUATE CUSTOMER BEHAVIOUR, DETERMINE PREFERENCES AND DELIVER PERSONALISED CUSTOMER SERVICES.
“THE BANK IS FOCUSING ON THE FEELINGS AND BEHAVIOUR WITH THE AIM TO PROVIDE REAL VALUE FOR THE CUSTOMERS SO AS TO HAVE A POSITIVE IMPACT WITH THE PRODUCT AND THE SERVICES PROVIDED TO ITS CUSTOMERS.”