African and Middle Eastern banks are redefining digital banking through integrated lifestyle platforms, AI-powered tools, and advanced security features.
African banks show how digital transformation can combine lifestyle services and improve customer experience.
South Africa’s First National Bank (FNB) offers an integrated financial-lifestyle platform that combines traditional banking with lifestyle-enabling services. FNB’s app functions as a personal banker, financial coach, virtual branch, e-commerce hub, and secure communication provider, offering an omnichannel digital experience. The bank focuses on innovations that solve real problems, including communication features, payment solutions like ChatPay and GeoPayments, an eWallet, FNB Connect—a mobile virtual network operator—and its eBucks rewards program.
Tanzania’s CRDB Bank’s digital transformation prioritizes customers, aiming to deliver faster, more-inclusive and efficient financial services by making banking simple, accessible, and relevant. Key benefits include enhanced accessibility through platforms like SimBanking and through CRDB Wakala agents, especially for rural customers. Instant digital transactions for services like loans and bill payment improve efficiency and speed, while biometric login and fraud detection strengthen security and trust. Personalized banking is enabled by data analytics and AI, tailoring products for individuals, SMEs, and large businesses. Chatbot support and interactive feedback platforms boost customer engagement. Ultimately, CRDB’s transformation is about improving lives—making customers more connected, empowered, and financially included, the bank says.
Middle Eastern banks are transforming the customer experience through integrated platforms, AI-powered services, and advanced security features.
Saudi National Bank (SNB) uses an AI avatar/chatbot across all its platforms—branches, website, contact center, internet banking, and mobile app—for product details, eligibility, interest booking, and transaction initiation. SNB also uses geofencing technologies in its branches, connected to its CRM, and beacon technologies at merchant locations for targeted offers and promotions. Its digital-banking strategy includes Digital Ventures and Payments Co., a new subsidiary aiming to improve digital banking services and payments within the bank, along with an innovation hub focused on creating digital financial solutions and forming strategic partnerships and joint ventures with fintechs. SNB is adopting a mobile-first approach, offering all online banking services on its mobile app.
Commercial Bank of Qatar offers over 150 digital services, emphasizing security and ease of use. Geofencing provides real-time card offers and automatic branch appointment tokens within 10 meters, eliminating manual token generation and streamlining visits. CBsafe ID enhances security by allowing customers to verify bank calls.
