Boye Ademola, Partner & Lead, Digital Transformation,
KPMG Africa, in his overview of the event, said “At KPMG, we believe one of the
enduring responses to the pandemic now and post-COVID19 is Digital. In simple
terms, banks need to urgently scale up on capabilities to deliver products and
services via digital channels. It is in this light that we have performed a
series of user journey-centered assessments culminating in the Digital Channels
Scorecard for retail banks in Nigeria. The Scorecard provides an industry
perspective of how effective banks are in delivering products and services to
customers via digital channels by measuring user experiences across a range of
journeys for each bank. This webinar will attract a variety of business leaders
from financial services, telecoms and other sectors that have a keen focus on
retail growth via digital capabilities.”
Ngozi Chidozie, Strategy and Digital, Management
Consulting, KPMG in Nigeria, commented as follows, “The webinar will highlight
our observations on leading practices, emerging trends and perspectives on
opportunities for improvement of the overall digital channels experience across
the Nigerian retail banking sector. That is why this upcoming event is themed:
“Leveraging Superior UX on Digital Channels to drive Retail Banking Growth.”
Ladi Asuni, Partner, Digital Transformation opined that,
“The release of the Digital Channels Scorecard publication is the first in a
series to come, designed by KPMG for retail banks in Nigeria to have an
objective understanding of their competitive positioning with respect to
leveraging digital capabilities to deliver products and services. The upcoming
webinar will also feature industry experts such as Akeem Lawal (Divisional
Chief Executive Officer, Payment Processing, Interswitch), Bode Abifarin (Chief
Operating Officer, Flutterwave) and Meaghan Johnson (Internationally renowned
Fintech Researcher and UX Expert).
Tunji Odumuboni, Associate Director
& Lead, Digital Platforms, KPMG Africa, stated that " The Digital
Channels Scorecard measures the quality of customer experience as they utilize
products and services on 4 distinct channels – Mobile, Internet, USSD and
Chatbot. The Scorecard covers 13 anchor journeys grouped into 5 thematic areas,
viz: Digital Onboarding, Payments & Transfers, Self-Service,
Lending and Customer Care. Our analysis of digital channels at
retail banks in Nigeria resulted in 4 distinct categories. We have categorised
banks in Digital Tier 1 as Leaders, Digital Tier 2 as Challengers,
Digital Tier 3 as Followers and Digital Tier 4 as Late
Starters.”
Boye Ademola also added ”The KPMG Digital Channels
Scorecard unveils in-depth sector and domain insights from our user
journey-centered assessments. It includes a benchmark of Digital Channels for retail
banks in Nigeria using the proprietary KPMG Digital Channels UX Assessment
Framework which employs the “mystery shopper” review approach. This edition of
the publication covers the 17 commercial banks that have a strong focus on
retail banking. These banks have international or national banking licenses and
retail banking operations across the country.”
Egheosa Onaiwu, Associate Director, Clients & Markets,
KPMG in Nigeria, in his statement encouraged “industry stakeholders to register
for the event on the KPMG website using the web address:
https://bit.ly/KPMGDigitalChannelsScorecard2020, while the main hashtag for the
webinar, #KPMGDigitalChannelsScorecard can be used to engage content across the
KPMG social media channels, which include LinkedIn, Twitter, Facebook and
Instagram.”
Contact
Us
Lagos
KPMG Tower,
Bishop Aboyade Cole Street Victoria Island
Tel: +234 9068459329
Abuja
84, Kwame Nkrumah Crescent,
Asokoro Abuja. FCT.
Tel: +2349062278732
Website - https://home.kpmg/ng/en/home.html
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