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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

FIRS says MOU with DGFIP Won’t Compromise Nigeria Tax Data Sovereignty

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The Federal Inland Revenue Service (FIRS) has clarified that the Memorandum of Understanding (MoU) recently signed with France’s Direction Générale des Finances Publiques (DGFiP) is a strictly technical assistance and capacity-building framework.

The clarification comes after talks of concerns that the MOU  is a means for foreign interests to gain control over Nigeria’s sovereign tax data.

On Thursday, the Federal Inland Revenue Service (FIRS) signed an MoU with France’s Direction Générale des Finances Publiques (DGFiP).

“At no point does it grant France access to Nigerian tax data, digital infrastructure, or operational control of our systems. All Nigerian laws regarding data protection, sovereignty, and cybersecurity remain fully in force, and the MoU includes robust confidentiality and data protection provisions,” Umar Ahmed, director, Intergovernmental Affairs, Federal Inland Revenue Service, said in a recent release.

The DGFiP is one of the world’s most sophisticated tax administrations, with over 100 years of institutional experience, a workforce exceeding 90,000 professionals, and globally recognised expertise in digital tax systems, institutional governance, taxpayer services, and public finance management.

Ahmed said that the partnership is advisory, non-intrusive, and mutually beneficial, designed to strengthen FIRS’ institutional capacity as it transitions into the Nigerian Revenue Service (NRS).

“The collaboration provides Nigeria with a unique opportunity to learn from international best practices in workforce management, digital transformation, tax policy development, and regional cooperation, while ensuring that Nigeria retains full control over its tax administration and data,” he said.

Ahmed said that local technology providers are not being sidelined; FIRS continues to engage and collaborate with Nigerian innovators, including NIBSS, Interswitch, PayStack, and Flutterwave.

“The MoU is not intended to deliver technical services, but rather to provide capacity-building, advisory support, and knowledge sharing based on DGFiP’s extensive institutional experience. The collaboration focuses on institutional strengthening, workforce development, digital transformation guidance, taxpayer education, policy modernisation, and regional integration—all fully aligned with Nigeria’s sovereignty and national interests,” he said.

The director said that the service is far from compromising national control. This agreement represents a strategic initiative to modernise Nigeria’s tax administration, enhance institutional capacity, and strengthen the country’s long-term economic resilience.

“Nigeria remains fully in command of its tax systems, data, and policy direction. FIRS remains steadfast in its commitment to transparency, professionalism, and collaboration in the pursuit of national development,” Ahmed said.


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Reps Passes Bill for Single Six-Year Tenure for CBN Governor, Deputies

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House of Representatives yesterday passed second reading a bill seeking to introduce a single, non-renewable six-year tenure for the Governor and Deputy Governors of the Central Bank of Nigeria (CBN), challenging the current CBN Act 2007 that allows an initial five-year term with reappointment option.

Reps Passes Bill for Single Six-Year Tenure for CBN Governor, Deputies

CBN

The legislation, jointly sponsored by Jesse Okey Joe Onuakalusi (Oshodi/Isolo Federal Constituency) and Majority Leader Julius Ihonvbere, proposes sweeping reforms to modernise the apex bank’s governance, unify the exchange rate system, ban foreign currencies for domestic transactions except via authorised channels, and align operations with international best practices.

Key provisions include separating the roles of CBN Governor and Board Chairman to curb power concentration, capping Ways and Means advances at 10 per cent of the previous year’s actual revenue to check inflationary financing, mandating 90 days’ notice with impact assessment and National Assembly briefing for currency redesign, and enhancing the Monetary Policy Committee with independent external experts plus macro-prudential tools and stress testing.

Onuakalusi, opening the debate, described the changes as “structural and forward-looking reforms” to protect the economy, restore monetary policy confidence, and bar the CBN Governor and deputies from partisan politics, stressing that the current Act no longer suits today’s realities amid past controversies like Godwin Emefiele’s tenure and the disruptive naira redesign.

He said: “The Central Bank of Nigeria is too critical an institution to operate under a framework that no longer reflects Nigeria’s economic realities or international best practices.

“This bill is not targeted at any individual or administration. It is a structural reform for economic stability, transparency, accountability, and sustainable governance.”

Deputy Speaker Benjamin Kalu put the bill to a voice vote, with lawmakers unanimously endorsing its passage at second reading. A similar Senate bill for a single six-year tenure had passed second reading in February 2024.


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Sterling Bank, Pan-Atlantic University Partner to Certify Non-Oil Export Academy Graduates

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L-R: Kola Oluyemi, Group Head, Sterling Academy; Dr. Nneka Okekearu, Director, Enterprise Development Centre (EDC), Pan Atlantic University (PAU); Abubakar Suleiman, MD/CEO, Sterling Bank; Dr. Nnenna Ugwu, Head, Alumni Engagement and Support Services, EDC at PAU; and Akporee Idenedo, Divisional Head, Commercial Banking, Sterling Bank at the recent MoU signing to certify graduates of Sterling Bank’s Non-Oil Export Academy.
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Sterling Bank Limited has signed a Memorandum of Understanding (MoU) with Enterprise Development Centre (EDC) of Pan-Atlantic University (PAU) to certify graduates of its Non-Oil Export Academy.

Sterling Bank, Pan-Atlantic University Partner to Certify Non-Oil Export Academy Graduates

L-R: Kola Oluyemi, Group Head, Sterling Academy; Dr. Nneka Okekearu, Director, Enterprise Development Centre (EDC), Pan Atlantic University (PAU); Abubakar Suleiman, MD/CEO, Sterling Bank; Dr. Nnenna Ugwu, Head, Alumni Engagement and Support Services, EDC at PAU; and Akporee Idenedo, Divisional Head, Commercial Banking, Sterling Bank at the recent MoU signing to certify graduates of Sterling Bank’s Non-Oil Export Academy.

This strategic partnership underscores the Bank’s commitment to diversifying Nigeria’s economy by supporting non-oil export growth.

This landmark agreement follows the recent launch of the Sterling Bank Non-Oil Export Academy, designed to position Nigerian exporters for global competitiveness.

The launch was preceded by a series of nationwide training programs in Lagos, Ondo, and Kano states, culminating in a grand finale themed “Excel in Non-Oil Export.”

The initiative aims to equip exporters with practical tools to thrive in international markets, thereby reducing Nigeria’s reliance on oil revenues.

Speaking at the signing ceremony in Lagos, Sterling Bank’s Managing Director and CEO, Mr. Abubakar Suleiman, affirmed that the Bank is intentional about creating an ecosystem where non-oil exporters are well-informed and equipped to advance national interests.

“We are not just training people to understand how to export; we want to train them to be competitive exporters of non-oil products,” Suleiman said.

“Our goal is to build a community of knowledgeable, certified, and confident exporters who can collaborate to solve challenges beyond their immediate capacity. Our North Star is to reach a point where hundreds of people have completed this programme and are ready to compete on a global scale.”

Dr. Nneka Okekearu, Director of the Enterprise Development Centre (EDC), expressed enthusiasm for the collaboration. “Having spent the last twenty-three years deepening the competencies of entrepreneurs, we thoroughly understand what is needed and are excited to be part of this initiative,” she noted.

Dr. Okekearu emphasized that the export market has been neglected for too long. “With the right structure, standards, and mindset in place, entrepreneurs passing through this programme will help create not only a better Nigeria but more sustainable communities,” she added, noting that she looks forward to the case studies that will emerge from the programme’s participants.

Beyond sectoral outcomes, the initiative reinforces Sterling Bank’s commitment to support the development of human capital that positively shapes and impacts the wider economy. The Academy will run four cohorts within the year, commencing in 2026.

With this partnership, Sterling Bank and the Enterprise Development Centre are laying the foundation for a new generation of globally competitive Nigerian exporters, professionals equipped not only with knowledge, but with the certification, confidence, and networks needed to scale.

As both institutions align their expertise to strengthen non-oil export capacity, this collaboration signals a bold step toward a more resilient, inclusive, and diversified economy.

The Non-Oil Export Academy therefore serves as a catalyst for national transformation, empowering businesses and communities to unlock Nigeria’s full potential on the world stage.


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