E-Financial
Banks Must Embrace NextGen Solutions to Meet Customers’ Demands

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

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.

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.
E-Financial
Ecobank Nigeria to Fully Repay $300m Eurobond Ahead of Schedule

Ecobank Nigeria has moved to retire the remaining part of its $300 million Eurobond before maturity. The bank has launched a tender offer for holders of its 7.125% senior notes due February 2026.

The bank announced the offer on Friday, 28 November 2025, inviting investors to tender their holdings ahead of schedule. Of the original $300 million issuance, $150 million remains outstanding.
Under the terms, investors whose notes are accepted for repurchase will receive $1,000 for every $1,000 in principal, plus accrued and unpaid interest up to, but not including, the settlement date. The transaction is expected to be completed on or before 31 December 2025.
Ecobank said the early repayment move is part of a broader strategy to optimise its balance sheet and strengthen capital planning flexibility. The lender added that the tender offer gives investors an opportunity to exit the instrument ahead of the original February 2026 maturity.
In a statement, the bank said the initiative underscores its “commitment to transparent engagement with funding partners and investors,” stressing that the offer supports its long-term goal of maintaining a well-structured debt profile.
Participation in the programme is voluntary, and investors will make decisions based on their individual considerations, the bank added.
Ecobank emphasised that the announcement is for information only and does not constitute an offer to buy or sell securities. Eligible noteholders are expected to rely on the formal tender documents when deciding whether to take part.
E-Financial
Reps Give Banks Four-Day Ultimatum on Tax Deductions, Charges

The House of Representatives Ad hoc Committee investigating deductions of taxes and sundry charges from the earnings of civil and public servants has given commercial banks a four-day deadline to submit all requested documents.

House of Rep
The committee, chaired by Hon. Kelechi Nwogwu, issued the ultimatum at the commencement of its investigation, following a motion earlier moved by the House Chief Whip, Hon. Usman Bello Kumo, on alleged deductions from civil servants’ salaries.
Nwogwu insisted that Chief Executive Officers of affected financial institutions must appear in person before the panel, rejecting representatives sent by GT Bank, Zenith Bank, Access Bank and other banks.
He explained that the panel was mandated to ensure that all deductions of charges by banks on customers’ accounts were fair and properly applied.
The committee disclosed that invitations had also been extended to the Ministry of Finance, the Office of the Accountant-General of the Federation, the Economic and Financial Crimes Commission, and all commercial banks operating in Nigeria.
“You cannot appear here without an identity. We are here on the mandate of the people who elected us into parliament. We have resolved to meet next week on Wednesday.
“You must submit all requested documents by Monday, May 1,” Nwogwu said.
He warned that any bank that failed to comply with the deadline would face sanctions, adding that the committee would put the CEOs on oath during the next sitting.
The investigation continues next week.
E-Financial2 days agoCBN Rejigs Financial Inclusion Strategy to Boost Economic Growth
E-Financial2 days agoSEC Urges IST to Freeze all CBEX Bank Accounts in Nigeria
News2 days agoFG to Use Digital Economy Initiatives to Curb Corruption Among Youth
E-Business2 days agoFinancial Sector Faced AI, Blockchain and Organised Crime Threats in 2025 – Report
Broadcasting2 days agoEnd of an Era as Multichoice Delists from JSE After Canal+ Takeover
Broadcasting2 days agoGlobal South Alliance Launches $72,000 Datafication and Democracy Fund to Support 2026 Research Projects
Telecom2 days agoCOUCH 2025 Grand Finale Highlights Student Breakthroughs, Secures Government Pledge for University Research Commercialization
Telecom2 days agoGoogle Invests $2.1m to Boost Nigeria’s AI Development

















