Backbase, the leader in AI-powered banking, in partnership with African Banker magazine, has released the third edition of the Africa Digital Banking Experience Series 2025. The study found that a vast majority of participating banks view AI as crucial, with AI-driven services considered very or extremely important for improving operational efficiency and customer engagement over the next five years. The report also highlighted that banks are moving beyond the traditional mass-market approach to deliver more individualised, meaningful experiences. Nhlanhla Mahlangu spoke to Heidi Custers, Global Strategy and Transformation Director at Backbase.

Backbase, the leader in AI-powered banking, in partnership with&nbsp;African Banker magazine, has released the third edition of the Africa Digital Banking Experience Series 2025. The study found that a vast majority of participating banks view AI as crucial, with AI-driven services considered very or extremely important for improving operational efficiency and customer engagement over the next five years. The report also highlighted that banks are moving beyond the traditional mass-market approach to deliver more individualised, meaningful experiences. Nhlanhla Mahlangu spoke to Heidi Custers, Global Strategy and Transformation Director at Backbase.

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The 3rd edition of the Africa Digital Banking Experience Series 2025 finds that AI-driven services are crucial in improving banking operational efficiency

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