FBC BANK LIMITED
from the brick-and-mortar model because of the change in the demographic , whereby millennials or digital natives are becoming the dominant consumer of financial services ,” says Mugwagwa .
“ They don ’ t have much interest in using brick-and-mortar models ,” he adds . “ They are quite happy to use their devices to engage and transact with the bank . They prefer conversational banking via instant messaging . Hence , we are also looking at new innovations around artificial intelligence and around chatbots , for example . We are more integrated into our consumers ’ lifestyle . It ’ s not just about providing functionality . It ’ s about providing an experience .”
To facilitate this transformation , FBC has embraced the agent banking model and works closely with its partners – dedicated distributors
262 April 2018