The banking sector, both in Tunisia and globally, is undergoing significant transformations driven by several factors, including digitalization, social responsibility, artificial intelligence, hence the need to adapt to evolving customer expectations, said Aziz Ben Ghneya, a senior official at ABC Bank.
Speaking on Express FM on Thursday, Ben Ghneya emphasized that banks are now compelled to listen to their customers and get closer to them.
He stressed the importance of leveraging the latest technological advancements to meet client needs: “Banks must adapt to customer expectations, which are constantly evolving over the years.”
According to him, proximity to customers is not limited to opening branches near them but also involves developing mobile applications that enable remote access to banking services.
He further emphasized the need to study customer needs and adapt to them, while highlighting the role of artificial intelligence technologies in facilitating banking operations, simplifying tasks, and enhancing employee productivity—without replacing them.
Additionally, the ABC Bank official reiterated the crucial role of the banking sector in financing the Tunisian economy.
In conclusion, Ben Ghneya stated that ABC Bank has strengthened its human resources and invested in digitalization to optimize its services, better meet customer expectations, and ensure the quality of its offerings.
