Sidian Bank on why going digital is key to customer satisfaction

As Sidian Bank marks its recognition among the top digital providers in Kenya, the Director of IT and Operations, James Muigai, sheds light on the significant role that digital assets have played in the bank's success. In an exclusive interview with CNBC Africa during Customer Service Week, Muigai emphasized the tremendous contribution of digital transactions and volumes, especially amidst the pandemic, to the bank's bottom line. This underlines the pivotal role of technology in revolutionizing the banking sector and meeting evolving customer needs. One of Sidian Bank's key focuses has been on supporting entrepreneurs and MSMEs by offering transformative financial services. Muigai highlighted the bank's innovative approach to providing tailored solutions, such as trade finance and online guaranteed systems, to better serve SMEs. By understanding both current and future customer needs, the bank has been able to enhance its customer value proposition through digital solutions that cater to the unique requirements of its clients. Amid the challenges posed by the COVID-19 pandemic, Sidian Bank has demonstrated resilience and adaptability in staying connected with its client base. Muigai pointed out that the bank intensified its digital transformation journey to meet customers in the digital economy efficiently and cost-effectively. By establishing a state-of-the-art contact center and leveraging various digital channels, including social media, Sidian Bank has ensured continuous interaction with customers and sought feedback to enhance their experience. Looking ahead, Sidian Bank is committed to further improving the customer service experience by aligning its solutions with customers' lifecycle and deploying agile methods for rapid feedback and enhancement. The bank plans to invest in channel staff training and acquire skill sets in data science to leverage technologies like machine learning and AI. Customers can expect to see innovations such as chatbots and increased engagement on social assets to facilitate seamless transactions and interactions on digital platforms. In conclusion, Sidian Bank's relentless focus on digital transformation and customer-centric strategies underscore its commitment to providing exceptional services and driving customer satisfaction. With a forward-looking approach and a dedication to innovation, the bank is poised to set new benchmarks in the banking industry.