Olu Akanmu

Our 2025 Banking Industry Customer Experience Survey revealed invaluable insights! With feedback from over 35,000 retail customers, 5,000 SMEs and 600 corporate organsations, across Nigeria and Ghana, it highlights a clear shift: banks win not on features alone, but on security, proactive communication and intelligent human-centred engagement. As AI adoption grows and expectations become more personalised and predictive, the opportunity to lead has never been greater. Kindly click on the link below to read the full report and keep abreast with the insights shaping the next era of Customer Experience in West Africa's banking industry. https://lnkd.in/deWB67wc #KPMG #CustomerExperience #ArtificialIntelligence #DigitalBanking Jonathan Lutterodt Anne B. Dentey (Aidoo-Forson) Kwame Owusu Acheampong, ACCA

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💡CR2 Insight! Fintechs have opened new doors for SMEs and banks are perfectly placed to walk through them. With the right digital tools and data-driven insights, banks can deliver agility, build stronger relationships with SMEs, and unlock new growth opportunities. ✔️ Discover how in our latest white paper: SME Banking Africa - The Data Goldmine. https://lnkd.in/eDupEqUh #SMEBanking #Fintech #DigitalBanking #AfricaFinance

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Mobile money, digital wallets, and FinTech are redefining payments across Africa. Modern consumers in Africa require more than just digital access—they need speed, convenience, and trust. Here’s what they expect from brands: ✅ Low transaction fees ✅ Mobile-first experiences ✅ Real-time payment confirmation ✅ 24/7 availability, even on weekends More than half of Africa’s digitally active users prefer real-time responsiveness when they pay. For businesses entering African markets, failing to localize payment options can lead to cart abandonment. Offering familiar, fast, and flexible payment methods can unlock growth. Want to learn more about Africa’s digital payments? Click the link below. https://lnkd.in/dC26Xvrn #DigitalPayments #AfricaFinTech #RealTimePayments #MobileMoney #CustomerExperience #Zota #FinancialInclusion

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Lidya leadership exits and customer funds trapped raise alarm bells Nigerian fintech Lidya, once seen as a rising star in SME lending, is now under scrutiny after its CEO and CTO stepped down while several clients report being unable to withdraw funds from the company’s platform. Since mid-2024 the company’s Portuguese tech team reportedly collapsed after months without pay, and customers say their wallets have been inaccessible for nearly a year. Read the full analysis: https://lnkd.in/d83A_vPh

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𝐊𝐂𝐁 𝐓𝐚𝐤𝐞𝐬 𝐌𝐢𝐧𝐨𝐫𝐢𝐭𝐲 𝐒𝐭𝐚𝐤𝐞 𝐢𝐧 𝐏𝐞𝐬𝐚𝐩𝐚𝐥 𝐭𝐨 𝐑𝐢𝐝𝐞 𝐏𝐚𝐲𝐦𝐞𝐧𝐭𝐬 𝐆𝐫𝐨𝐰𝐭𝐡 𝐖𝐢𝐭𝐡𝐨𝐮𝐭 𝐒𝐥𝐨𝐰𝐢𝐧𝐠 𝐭𝐡𝐞 𝐅𝐢𝐧𝐭𝐞𝐜𝐡 𝐃𝐨𝐰𝐧. KCB Bank Group is choosing a minority stake in Pesapal as its preferred way to “buy into” fintech growth without inheriting the full integration headaches that come with acquisitions, positioning the bank to benefit from innovation while keeping Pesapal fast, founder-led, and operationally agile. The lender says minority investments let it gain exposure to expanding digital payments while avoiding the governance, regulatory, and operational burdens that often slow fintechs once they are folded into a large banking group. Pesapal, an integrated payments provider that lets merchants accept cards, mobile money, and bank transfers, operates across Kenya, Uganda, Tanzania, Rwanda, Malawi, Zambia, and Zimbabwe under oversight from central banks in those markets. KCB’s strategy and innovation director, Mark Mwongela, said the structure is designed to preserve the fintech’s speed and adaptability, which the bank views as critical in a payments market where customer expectations, channels, and competitors are changing quickly. Strategically, this is KCB signalling a partnership-and-portfolio playbook for the next phase of financial services competition: build optionality across the payments stack rather than bet the house on a single buyout. If executed well, the bank gets distribution and product leverage (merchant payment rails, SME acceptance tools, cross-market reach) while Pesapal keeps the operating rhythm needed to scale. The bigger tell is that KCB expects this model to shape future digital investments, as payments become the main battleground for banks, telcos, and fintechs competing for everyday transaction flows, merchant ecosystems, and fee income.

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