Lagos, Nigeria – 26 August 2020 – KPMG Professional Services, one of the Big Four firms, is set to release its groundbreaking Digital Channels Scorecard for retail banks in Nigeria at an upcoming webinar titled "Leveraging Superior UX on Digital Channels to Drive Retail Banking Growth." The event, focused on digital strategy and customer experience, will be held virtually via Zoom on Tuesday, 1 September 2020.
Boye Ademola, Partner & Lead of Digital Transformation at KPMG Africa, stated, “At KPMG, we see digital as an essential response to the pandemic both now and in the post-COVID era. Banks must rapidly scale up their digital strategy to deliver products and services through digital channels.” He added that the Digital Channels Scorecard provides an industry-wide assessment of how effectively banks are deploying their digital strategies by measuring customer experiences across multiple user journeys.
Ngozi Chidozie, Strategy and Digital, Management Consulting, KPMG Nigeria, highlighted that the webinar will showcase the latest trends and insights into digital transformation and opportunities for improving the customer experience within Nigeria’s retail banking sector. “The theme, ‘Leveraging Superior UX on Digital Channels to Drive Retail Banking Growth,’ underscores the importance of a robust digital strategy in achieving retail growth,” she said.
The Scorecard, as noted by Ladi Asuni, Partner, Digital Transformation, is the first of its kind designed by KPMG to offer retail banks an objective view of their competitive position regarding digital transformation. This publication aligns with KPMG’s vision of helping organizations in the financial sector adopt a comprehensive digital strategy to enhance service delivery.
Key speakers, including Akeem Lawal, Divisional CEO of Interswitch, Bode Abifarin, COO of Flutterwave, and Meaghan Johnson, a renowned Fintech Researcher and UX Expert, will discuss the strategic role of digital channels in fostering retail banking growth.
Tunji Odumuboni, Associate Director & Lead, Digital Platforms, KPMG Africa, emphasized the importance of user experience in implementing a successful digital strategy. “The Scorecard assesses customer interaction across four key digital channels – Mobile, Internet, USSD, and Chatbot – and evaluates banks across 13 customer journeys under five key themes: Digital Onboarding, Payments & Transfers, Self-Service, Lending, and Customer Care,” he explained.
The Scorecard classifies retail banks into four categories: Leaders (Digital Tier 1), Challengers (Digital Tier 2), Followers (Digital Tier 3), and Late Starters (Digital Tier 4). According to Boye Ademola, the Scorecard reveals valuable insights into the sector’s digital strategy implementation, employing the proprietary KPMG Digital Channels UX Assessment Framework.
Egheosa Onaiwu, Associate Director, Clients & Markets, KPMG Nigeria, invited industry professionals to register for the event via the KPMG website and use the hashtag #KPMGDigitalChannelsScorecard across social media platforms for engagement.
About KPMG Nigeria
KPMG Nigeria, a leader in Audit, Tax, and Advisory services, delivers cutting-edge digital solutions and strategic guidance to a wide range of clients across various industries, including the public sector. With a strong presence in Nigeria and Africa, KPMG is committed to enhancing the digital capabilities of businesses through innovative digital strategies.
For further information, please contact:
- Egheosa Onaiwu, Associate Director, Clients & Markets, KPMG Nigeria – [email protected]
- Tunji Odumuboni, Associate Director & Lead, Digital Platforms, KPMG Africa – [email protected]
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