“ Banks almost solely examine assets , liabilities and the revenue aspect , but behavior is what results in assets and liabilities and revenue ”
— Wane Ng ’ ambi , CDO , Zambia National Commercial Bank ( Zanaco )
in addition to the increase in financial inclusion across the nation , there have been other benefits . “ We ’ re now able to proposition customers more effectively ; I can look into a customer ’ s habits over the course of six months and track his experiences to identify individual or economic changes ,” he says . In terms of UX , Zambia ’ s online banking platform was originally very traditional in terms of UX , but it has since been upgraded to provide a more seamless and accessible experience for customers . “ We created the new platform from a number of focus groups around customer behavior and now it is intuitive , fresh . But this will not be enough ,” asserts Ng ’ ambi . “ The platform will continuously develop to ensure that it meets the changing demands of the customer .”
As the bank progresses with its digital transformation , Ng ’ ambi enthuses that the bank ’ s focus is now on datacentricity . “ I am predominantly a telco player and telcos have also shifted focus on to data . When you cross-pollinate the experiences from different industries , you begin to understand the depth and the wealth of what data can
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