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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

Police Arrest Members of N713m Bank Fraud Syndicate, Chinese Suspect at Large

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Nigeria Police Force has arrested two suspects over a N713.9 million fraud linked to a breach involving a third-party banking platform.

Police Arrest Members of N713m Bank Fraud Syndicate, Chinese Suspect at Large

The police in a statement signed by Anthony Okon Placid, Force Public Relations Officer Force Headquarters, Abuja said the case followed a complaint by a financial institution which reported unauthorised debits on customers’ accounts, leading to an investigation by the Police Special Fraud Unit (PSFU).

Acting on the complaint, operatives of the PSFU deployed advanced investigative and digital forensic techniques, revealing that fifteen customers’ accounts had been compromised.

The funds were subsequently channelled through a network of accounts in a coordinated laundering scheme.

The operation led to the arrest of two suspects, Oguntoyinbo Olawale and Kazeem Omokayode.

Further investigations established that the suspects conspired with one Linda, a Chinese national currently at large, to use personal identification details, including Bank Verification Number (BVN), National Identification Number (NIN), and other credentials, to open multiple bank accounts across various financial institutions. These accounts were then used to receive, conceal, and launder illicit proceeds.

The suspects in custody are to be arraigned before a court of competent jurisdiction, while efforts are ongoing to apprehend other members of the syndicate still at large.

Olatunji Disu, Inspector-General of Police (IGP), commended officers of the Police Special Fraud Unit for their efforts and reaffirmed the commitment of the Nigeria Police Force to combating financial and cyber-enabled crimes.

 


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Firm Unveils Pan-African Financial Operating System to Improve Interoperability

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Tulupay, a fintech infrastructure firm, has announced the prelaunch of its pan-African Financial Operating System (FOS) aimed at improving interoperability across the continent’s fragmented financial ecosystem.

The company said the platform is designed to connect banks, mobile money operators, digital wallets and blockchain networks through a unified system, with the goal of easing cross-border payments, remittances and trade.

Founder, Felix Achibiri, said Africa’s financial landscape remains constrained by disconnected payment rails and high transaction costs, particularly for cross-border transfers. He noted that the new system seeks to provide a single infrastructure that links traditional financial services with emerging digital platforms.

“As cross-border transfers remain slow and expensive, and as more African central banks move toward CBDCs, the need for a unifying, interoperable operating system has never been more urgent,” he said.

According to the firm, the FOS will integrate multiple financial services, including payments, remittances, asset trading and investment, into one framework accessible to individuals, businesses and institutions.

Key components of the system include, Tulu Switch, a payments interoperability hub that enables transactions across different financial platforms through a single application interface, and Tulu Identity, a digital identity and compliance layer designed to streamline customer verification and regulatory processes.

It also plans to roll out Tulu Gateway, a trade platform aimed at supporting cross-border commerce through the digitisation of trade documents and automated settlement, as well as Tulu Wallet, which allows users to manage both fiat and digital currencies in one place.

The company added that the platform would support asset tokenisation and provide exchange infrastructure for trading digital and tokenised assets, alongside a blockchain network intended to serve as the backbone for transactions and settlement.

The announcement follows approval by the Securities and Exchange Commission (SEC) for Tulupay to participate in its fintech incubation programme, a step towards securing licences for digital asset custody, tokenisation and exchange services.

Achibiri said improving interoperability and reducing transaction costs would be critical to unlocking intra-African trade, particularly under the African Continental Free Trade Area (AfCFTA).

The firm said it is currently conducting pilot programmes with financial institutions, regulators and other partners ahead of a full rollout.

 


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FCMB Opens Applications for Zero-Interest Loans of Up to ₦10m for Women Entrepreneurs

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First City Monument Bank has opened applications for a new round of its SheVentures programme, offering zero-interest loans of up to ₦10 million to women entrepreneurs to improve access to working capital and support business growth.

FCMB Opens Applications for Zero-Interest Loans of Up to ₦10m for Women Entrepreneurs

FCMB

The bank said the initiative was designed to address financing challenges faced by women-led businesses, which continue to encounter high borrowing costs and limited access to affordable credit despite accounting for a significant portion of Nigeria’s small and medium-sized enterprises (SMEs).

Under the scheme, eligible applicants can access loans ranging from ₦500,000 to ₦5 million under the general category, while sector-specific businesses can obtain between ₦5 million and ₦10 million.

According to the bank, the funding is capped at up to 50 per cent of an applicant’s average monthly turnover.

The facility comes with a zero per cent interest rate, with all charges incorporated into a transparent pricing structure. Repayment is spread over four or six months to allow businesses align obligations with their cash flow cycles.

Managing Director and Chief Executive Officer of FCMB, Yemisi Edun, said the intervention reflects the bank’s commitment to inclusive growth and economic empowerment.

“Inclusive growth requires access to capital and the right conditions for businesses to deploy that capital effectively. Women-led enterprises are critical to economic activity, yet they face structural barriers. This intervention aims to help close that gap by providing financing that supports job creation, business expansion, and long-term sustainability for women entrepreneurs,” Edun said.

Also speaking, Group Head, SheVentures and Impact Segments at FCMB, Nnenna Jacob-Ogogo, said access to affordable finance remained a major challenge for women entrepreneurs.

“By removing the cost barrier and offering quick, flexible funding, this zero-interest loan is designed to safeguard existing jobs, enable businesses to invest in growth initiatives, and foster resilience in challenging economic conditions,” she said.

FCMB noted that beyond access to funding, SheVentures also provides broader business support services aimed at strengthening women-led enterprises, encouraging innovation and improving competitiveness.

The bank said applications for the zero-interest loans are now open to qualified women entrepreneurs across the country.


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