Technology and Customer Experience in the Financial Sector
If you follow me on Twitter you will notice that almost all my tweets directed at Barclays, which happens to be my main bank account, are tweets of frustration. Every time this happens I always swear that I will move banks but I have never gotten around to doing it. This is also reinforced by my belief that all banks are the same. Quite unfair but somehow accurate. Why is this the case, though? Why are most financial institutions unable to leverage technology to improve customer experience? Many have made great strides but I have a feeling it could be better. What are the challenges and successes with tech + customer experience in that space?
To answer some of these questions, the Nairobi Design Community (NDC) and the iHub will be hosting a panel discussion titled “Technology and Customer Experience in the Financial Sector” on the 14th of September between 6pm and 8pm at iHub.
To RSVP please check out the event on Eventbrite.
The event will explore how key players in the financial sector are working towards a seamless financial service provision to create a positive customer experience. Some of the key questions it will attempt to answer are as follows:
- How have traditional financial service providers adjusted and taken advantage of the rapid technological changes?
- How have organizations that are typically hierarchical and process driven adjusted to a space that thrives in being agile & customer focused?
- What are the changes financial players are making to make design succeed?
- And what are the areas that financial service providers need to improve to stay ahead in the digital space?
- What is the role of user-centered design in this process?
The panel will consist of:
- Eddie Ndichu, Head, Digital Financial Services & Mobile Payments at KCB Bank
- Milka Kanzi, Director of Customer Experience at Tala
- Alvin Mokaya, Head of Digital Marketing at DTB
- Jacqueline Jumah, Senior Analyst, Digital Financial Services at MicroSave
It will be moderated by Caesar Tuva, Lead at XD Academy. To RSVP
About our panelists
Eddie Ndichu
Eddie currently serves as the Head, Digital Financial Services & Mobile Payments at KCB Bank Group. KCB’s app the number one banking app in East and Central Africa based on download numbers.
Previously, he worked as the Group Head, Digital and Financial Services at Chase.
Milka Kanzi
Milka currently serves as the Director of Customer Experience at Tala. Tala provides credit using a mobile application allowing Kenyans to access loans without having to go through tedious processes.
Previously, she worked as the General Manager of FirstCapital (K) Ltd.
Alvin Mokaya
Alvin currently serves as the Head of Digital Marketing at Diamond Trust Bank Group commonly referred to as DTB. DTB recently opened its first fully digital branch where clients can conduct all activities electronically without needing a teller.
Previously, Alvin worked as the Head of Digital Media Sales and Marketing at The Standard Group.
Jacqueline Jumah
Jacqueline currently serves as a Senior Analyst, Digital Financial Services at MicroSave. Microsave is a financial inclusion consulting firm with 20 years of experience providing customer research, strategy, and implementation support to donors such as UN, IFC, and the Gates Foundation and rural or regional MFIs, banks, and MNOs.
Previously, she worked as the Project Manager, Mobile Banking & Remittance Products at Mobiconnect Limited.
The Moderator: Caesar Tuva
Caesar Tuva is the Lead and Founder of XD Academy and create.guru. XD Academy seeks to cultivate the user-centred design culture in Kenya. They do this using a 12-week user experience program.
Caesar is also part of the Nairobi Design Community and was heavily involved during the conceptualization stage.
Hoping to see you all on the 14th at the iHub. Remember to RSVP on Eventbrite as we have limited slots.
