Author: Blessing Mgaga

The 2022 SITEisfaction® survey emphasises the need for digital inclusivity in digital banking for clients, stating that banks should empower clients to use digital platforms autonomously, which allows them to stay in better control of their finances. The survey results revealed that there are three aspects of digital inclusivity that banks should aim to fulfil: Access (or technical inclusion, which is about ensuring a client has access to the relevant digital platform and that the platform works seamlessly) Ability (or information inclusion, which relates to educating and informing clients about how to use a platform) Affordability (or economic inclusion, which means providing access to…