Omnichannel banking entails making the same set of services available to customers across all the channels, both digital and offline.
But even as Kenya lead in the use of mobile phone technology at 91 percent penetration and in turn resulting in mobile banking spike, there is still a huge gap between tier-one banks and other financial institutions.
The survey on embracing change and banks’ digital transformation released early in June has shown that only 54 percent of financial institutions in Africa had been able to adopt the omnichannel solution in the past, providing 360 degrees customer visibility.
About the other 54 percent, 38 percent, 23 percent and 15 percent of the institutions plan to add automated teller machines (ATMs), agency banking, kiosk and wearables technology channels respectively.
“In a world where the mobile phone is king it is not surprising that most banks plan to have mobile as part of their strategy going forward with Internet banking a close second,” the report stated.
