IT upgraded to improve customer experience – Zenith Bank

Nigeria’s tier-one lender, Zenith Bank, announced that its recently upgraded core IT system will significantly enhance customer experience and service delivery.

The overhaul is part of the bank’s strategy to stay ahead in digital banking and improve overall operational efficiency.

The bank’s Managing Director, Adaora Umeoji, made the disclosure at the 4th edition of the Zenith Bank Tech Fair recently held in Lagos.

She emphasised that the new IT system is designed to meet the evolving needs of customers and enhance the bank’s technological capabilities.

“We are a technologically driven bank known for innovation, creativity, and exceptional service delivery,” Umeoji said. “Our newly revamped IT platform is cutting-edge and robust, designed to improve our operations and ensure we meet the evolving needs of our customers. This transformation is a testament to our dedication to customer excellence.”

The tech fair, themed “Future Forward 4.0: Embedded Finance, Cybersecurity & Growth Imperatives—The Impact of AI,” highlighted the intersection of technology and banking, focusing on the critical role of artificial intelligence, embedded finance, and cybersecurity in shaping the future.

Addressing attendees, Umeoji expressed gratitude to customers for their patience during the bank’s transformation journey. “We deeply appreciate our customers for their understanding throughout this process. Their loyalty inspires us to continue delivering innovative services,” she noted.

Speaking further, Umeoji emphasised that the IT overhaul aligns with global technological advancements, pointing to the transformative power of tools like AI-powered systems, smart assistants, and automation in redefining financial services.

“Innovation is key to staying relevant. Companies that fail to embrace change risk becoming obsolete, as seen with industry giants like Nokia and Kodak,” she said.

She also discussed the bank’s focus on embedded finance, a model that integrates financial services into non-financial platforms, making services more accessible and tailored to customers.

“Collaboration with fintech companies is vital for growth, but traditional banks must ensure partnerships are strategic and mutually beneficial,” Umeoji added.

As part of the bank’s forward-looking strategy, Umeoji addressed the growing importance of cybersecurity in the digital age.

“With Nigeria ranking fifth globally in cybercrime activities, safeguarding our systems and customers is a priority. Our upgraded infrastructure includes robust measures to protect against threats,” she said.