KPMG Professional Services, one of the big four Professional Services Firms, recently held its Digital Channels Scorecard webinar – 2020.

The webinar kicked off with a welcome address and introduction from Senior Partner and Chairman, KPMG Africa, Kunle Elebute, who stated that “This webinar is the first in a series of events created by KPMG to provide deep insights to organisations on how to leverage enhanced customer-centric experience to create and capture transmission value.”

The webinar featured technology leaders like Bode Abifarin, CEO, Flutterwave; Akeem Lawal, Divisional CEO, Payment Processing, Interswitch; Meaghan Johnson, Fintech Researcher, Customer Journey Expert, Strategy Consultant, UX & Design SME, just to mention a few on the very insightful panel sessions. Boye Ademola, Partner & Lead, Digital Transformation, KPMG in Africa, delivered the key insights on the KPMG Digital Channels Scorecard. He mentioned, “The COVID-19 pandemic has necessitated the need to access digital across businesses. In other words, businesses have to be able to run their transactions completely via digital channels. This is expounded by a review of 17 retail banks in Nigeria.”

Ngozi Chidozie, Partner, Strategy and Customer Experience, KPMG in Nigeria, who was a panelist on the session themed ‘Connected Enterprise (Customer Centricity and the Enterprise)’ stated that “Recognising where we are in the country today, the KPMG Digital Channels Scorecard really emphasizes the importance of employing insight-driven strategies and actions, not only in retail banking but across all sectors.”

The webinar equally featured the launch of the KPMG Digital Channels Scorecard Publication anchored by Joseph Tegbe, Technology Advisory Partner, KPMG in Nigeria. He mentioned in his statement “This is an inaugural edition of the publication. As part of our continued contribution to driving a sustained focus on customer experience improvement, KPMG has collated findings from our review into the Digital Channels Scorecard report which provides in-depth analysis and recommendations.”


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