Absa’s strategy to lead in retail banking tech

For Absa, this has meant focusing on customer satisfaction and complaints, coupled with years of investment in customer- and colleague-facing capabilities. This has seen the bank move from market lagging to market leading, with improved customer satisfaction, Matolong said. 

He also outlines how the bank prioritises technology investment, and the place of artificial intelligence (AI) in this effort

Through the discussion, the banker explains Absa’s technological focus; investment in improving customer satisfaction; its relationship with Salesforce; the place of AI in banking; and trends from the bank’s data. 

Absa has been operating for more than 100 years, with a presence across 10 countries. It is currently serving about 12-million customers, predominantly in SA.

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