Lee-Anne van Zyl, CEO of FNB Points of Presence, says the expansion of Wi-Fi connectivity across the branch network is primarily aimed at giving customers easy access to digital banking platforms.
“The digital journey is enabled through sustained investment in infrastructure which continues to be intensified through consistent innovation across branches,” she says. “As we evolve and build the branch of the future, we would like customers to be part of the journey as well.
“The bank is seeing an increase in the number of customers migrating to digital platforms at branches and opting to use the app, online and cell phone banking.
“When customers access banking services digitally there’s a direct impact on the amount of time they spend in the branch. The bank has also seen an increase in the number of customers using its Digi Zones within branches; these are designated areas within a branch where customers can access their online banking profiles.”
Van Zyl says that branch infrastructure remains an important banking channel for customers, so it makes sense to use branch as a point of digital interaction for customers.
“The adoption of digital banking channels is not only about cost effectiveness, it’s also about making sure we use technology to drive financial inclusion. Secondly, it’s about making sure customers continue to enjoy an array of banking options one of which is digital banking.”
