Backbase, the leader in AI-powered banking has compiled a report of the Africa Digital Banking Experience Series 2025, which highlights that banks are moving beyond the traditional mass-market approach to deliver more individualised, meaningful experiences. Global Strategy and Transformation Director at Backbase Heidi Custers says the report confirms that growth, security and customer experience have to be intertwined as they are no longer separate strategies and should be enabled by technology.
“There are three major areas where banks tend to be using AI, in cases such as fraud. Also around customer experience. So, major advances in using AI to handle first line customer experience, so that more volumes and more human like experiences can be had for customer experience and the other is inside the bank itself. to improve productivity and efficiency of the staff,” he said.
–ChannelAfrica–
