Professional Services firm, PriceWaterhouseCoopers (PWC) has forecasted that there is no tendency for Ghanaian banks to fully digitize in 5 years due to slow adoption.
The firm believes that many customers in the country are gradually adapting to the transition and still opt for face-to-face interactions with bank staff.
Speaking to the media, Country Senior Partner for PWC Ghana, Vish Ashiagbor said that achieving 95 percent of digital transition goals in the short term might not be feasible.
“The demographics of a country like Ghana are such that we have a large population that is still coming to grips with the whole digital narrative,” he said after a meeting with stakeholders in the banking sector.
He added that, “Beyond that, the reach of the networks. Let me say, if you look across the country, the networks are concentrated in the urban centre, right? But yet you have banking activity being done, for example, in agriculture or cocoa producing areas, for example, or in mining communities.”
“Even those, Sometimes, the connectivity issues are less, but digital relies on a network of some kind of…so between education and infrastructure I think it will be difficult to get to the ninety-ninety five per cent mark.”
At the meeting, PwC shared mian results from its Banking Customer Experience (CX) survey and introduced the mainden edition of the Ghana Banking Sentiment Index (GBSI).
The survey, which collected inputs from over 4,700 banking customers, showed that banks need to invest in technology to provide 24/7 service and smooth digital experiences, no matter their target market.
It also highlighted the importance of having friendly and helpful staff.
The Country Senior Partner for PwC Ghana emphasized that banks should make delivering a great customer experience a top priority in their strategies.