Despite infrastructure constraints, Nigerian banks have done an excellent job of helping people move money around digitally. Instant transfers between banks is still a dream even in some advanced countries. Some services provided by Nigerian banks have also started to create that kind of dependence seen with MPesa. It becomes very frustrating when security tokens and USSD codes do not work when you need them to. Last weekend, I experienced such frustration first-hand, and it cost me a lot of money. For all the fees and charges taken by Nigerian banks, customer experience should not only be consistent; it should be delightful.
Banks, technology and experience

 

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