In the new normal, most processes have gone digital, even banking. According to a report by Ernst&Young on how Covid-19 has sped up the digitisation of banks, giving clients a positive experience in digital banking will be key in making the digital revolution last while still maintaining profitability. The report notes that with the acceleration of the shift to digital banking, customers may look unfavourably on banks whose systems feel slow, cumbersome, or overly complicated. In Kenya, most banks now have digital and mobile banking but some of the apps and websites are not user-friendly, making banking difficult. Musau said digital banking is very convenient but the experience is not pleasant, hampering efforts in ensuring seamless contact-free banking.

Source: The Star May 08, 2021 21:00 UTC