Companies

The pandemic has stressed the importance of digitization in banking. Zambia National Commercial Bank had established a firm digital foundation before 2020 and has continued to build on it throughout the crisis, growing its customer outreach, increasing its profits and confirming its position as Zambia’s undisputed digital financial leader.

Versus Bank of Côte d’Ivoire attributes its recent sterling achievements to five chief areas: improvement in its governance framework, organisational overhaul to improve operational efficiency, new values focused on the quality of services, agile financing strategy for the COVID-19 crisis and strengthening its risk-management framework.

MCB, renowned for its longevity and supremacy in Mauritian banking, follows its vision of Success Beyond Numbers and incorporates three pillars of excellent customer-service experience: people, processes and technology. This one-stop shop for financial services is central to the region’s economic prosperity, as CEO Alain Law Min explained.

Innovation has opened financial avenues to the unbanked in South Africa, with Nedbank having committed itself to deliver products and services that add value to those living in the township economy. From its lending products to contactless-payment methods, Nedbank has unlocked the door to financial services for those most in need of them.

Access Bank is an example of a bank determined to outdo itself. Starting off as a small, private commercial bank in 1988, it is today Nigeria’s top universal bank but intent on excelling beyond national boundaries. Chief Executive Herbert Wigwe describes how the bank is realizing its mission to be the world’s most respected African bank.

Financial inclusion has not yet been fully achieved, especially in developing countries, leading to lost prosperity not only for individuals and SMEs but economies. In Nigeria, FirstBank has tackled the problem through innovative measures, including its agent banking network Firstmonie, which succeeds in including the previously excluded.

Colombia’s digital-banking maverick, Banco Davivienda, has strengthened its position through fully exploiting its app DaviPlata to meet the challenges imposed by the pandemic. By simplifying processes such as completing retail purchases to receiving government funds, DaviPlata has succeeded in financially including much of the population.

Produbanco, one of Ecuador’s top banks, has positioned itself as a leader in achieving two equally important goals: digital innovation and sustainability. Focused on both today and tomorrow, this dynamic bank is committed to meeting its customers’ current needs while ensuring that the bank of the future is better than the one of today.

The Czech Republic’s MONETA Money Bank fully employs digital channels to meet its clients’ needs and expectations while ensuring that its customer experience is “enjoyable”. The pandemic has caused the bank, like many others, to dig deeper into its digital treasure chest, but fortunately, MONETA was better prepared than many to face COVID-19 challenges. In his interview, CEO Tomas Spurný described this innovative bank’s impressive navigation skills through rough waters.

Serbia’s AIK Banka exists for its clients and is committed to exceeding their expectations by constantly seeking channels to innovatively expand its range of products and services while simultaneously living up to the trust its customers have placed in it. In her interview, CEO Jelena Galić explains how the bank is doing much more than just survive the pandemic by continuing its drive to explore new and promising customer-service frontiers.