Gezahegn Leta , Awash International Bank S.C,

Addis Ababa , Ethiopia ,October 01, 2014

Digital Engagement –e Banking C2C , Daresellam , Tanzania

Evolutions of Channels

The Buzz on Digital Engagement

Where is e- Banking ? (opportunities , Challenges)

Globally

Africa

East Africa

Ethiopia

The Digital Channels Story –evolution

• Customers want to transact wherever and whenever they like

• Customers use digital channels more and more - for their purchases and social interactions

• Banks need to reduce operating costs – and channel migration remains a key enabler

Digital Channels matter more than ever

“When asked what they carry with them when leaving home, 90% of all smart-phone owners said they always take their phones and their keys – but only 80% mentioned money.”– Ericsson, Mobile banking trends

• Customers expectations are rising• Technology is evolving fast• New entrants are innovating• Social media is revolutionising

customer behaviours

At the same time, Digital Channels are becoming increasingly complex for banks

Smartphone adoption will radically accelerate

The Opportunity for Banks is immense (cost reduction , increased sales , customer

retention)

• 70% of the world population does not have a Bank account

• They don’t swing by the branch to chat about their hobbies

• They won’t spend time filling in forms without some incentive

• They will tell you for free

– Via social media

– Using personal financial planning tools

– If you show them how it could help them

But how can you really know your customer in a digital world?

Change the perspective – there is only one: the customer’s

Let us manage our Expectation