Thursday, 23 September 2021

Ecobank wins Best Retail Bank in Nigeria Award for enhancing its customer experience through culture transformation journey 2020

5 November 2020, Singapore — Ecobank received the award for Best Retail Bank in Nigeria at the Middle East and Africa Regional Awards Virtual Ceremony 2020 presented by The Asian Banker. 

 The bank encouraged customers to achieve banking needs by utilising digital solutions

Ecobank encouraged its customers to avoid non-essential contacts to achieve their banking needs by utilising digital solutions to easily access their bank accounts, make contactless payments, transfer funds and carry out other banking transactions from the comfort of their homes and offices without visiting the branches.

Customers benefitted from a multi-channel payment experience through digital platforms

The bank enhanced its customer experience through culture transformation journey across the group and all affiliates. Through its digital platforms, customers have benefitted from a multi-channel payment experience. Through this, the bank enabled personalised experiences for the customers through customer journey mapping with knowledge transfer to employees for sustainability.

The bank invested on training employees to enhance customer experience

Ecobank focused on achieving its Customer Experience Vision. The bank started world-class trainings on customer experience for all employees at all affiliates to direct its business going forward. As a result, over 54% of the affiliates started the trainings. More than 21% of employees have already completed the training sessions over a span of 52,000 man-hours

About The Asian Banker International

The Asian Banker is the region’s most authoritative provider of strategic business intelligence to the financial services community. The Singapore-based company has offices in Singapore, Malaysia, Manila, Hong Kong, Beijing, and Dubai, as well as representatives in London, New York, and San Francisco. It has a business model that revolves around three core business lines: publications, research services and forums. The company’s website is www.theasianbanker.com

You may visit the Excellence in Retail Financial Services page at http://awards.asianbankerforums.com/retailfinancial/

For further information, you may get in touch with:

Mr. Mobasher Zein Kazmi

Head of Research

Tel: (+61) 452 514 145

mkazmi@theasianbanker.com

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