AFRICA
“ The other challenge was that we wanted to reach out to customers who don ’ t live in the big cities , in areas that are virtually impossible to reach in a bricksand-mortar approach ”
— Tendayi Chirokote , Chief Digital Officer
241 technology and came up with a strategy of how to continually modernise it over a period of three to five years .”
The second stage of Chirokote ’ s work at Zimnat was to change the internal culture . “ How do we transform the culture of the business so that people start moving from a bricks-and -mortar type environment , to staff who were able to operate in a digital environment ? So , we looked at the people and said to ourselves : ‘ How do we train ? How do we start engaging the team ?’ We did this before we started looking at our customers . We needed to start introducing technology internally to digitise the work environment itself , because it ’ s difficult for you to expect somebody who operates in a traditional work environment to deliver a digital experience to a customer .”
Chirokote and his team started looking at ways of introducing digital to Zimnat ’ s communications internally to move from the manual analogue to more digital systems such as email communication , intranet-based messaging . The CEO , Mustafa Sachak , started
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