DAR ES SALAAM, Aug. 18 -- BANKS need to digitise complaint handling to match the rapid shift of financial services to online platforms, an Absa Bank Tanzania executive has said.

Head of Application Management at Absa Bank Tanzania, Nicky Mlelwa said in Dar es Salaam yesterday that advances in automation, artificial intelligence, real-time payments and cloud computing have transformed banking, enabling customers to access financial services faster and more conveniently.

“Digital transformation has fundamentally changed the face of banking. What was once an industry defined by queues, paperwork and branch visits is now powered by speed, convenience and experiences that fit seamlessly into customers daily lives,” Mlelwa said. ...