DAR ES SALAAM; August 17, 2026 — The rapid adoption of digital technologies is transforming the banking industry, making financial services faster, more convenient and increasingly accessible. However, banks must now focus on closing a critical gap in the digital customer journey: effective digital complaint handling.
Speaking during the 10DX Intelligent Banking Series – Tanzania Edition in Dar es Salaam, Absa Bank Tanzania Head of Application Management Nicky Mlelwa said digital transformation has fundamentally changed how customers interact with banks, moving the industry away from traditional processes such as queues, paperwork and frequent branch visits.
“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.
BANKING IS BECOMING FASTER AND SMARTER
Mlelwa said advances in automation, artificial intelligence, real-time data and other modern technologies have enabled banks to provide services that previously required days or weeks in a matter of minutes or even seconds.
Customers can now open bank accounts, apply for loans, make payments and access financial services through digital platforms. Technologies such as real-time payments, digital lending, straight-through processing and open banking are becoming increasingly central to the modern banking experience.
“Banking is no longer just a place to store money or process transactions. Instead, it has become a trusted companion that supports customers throughout their financial journeys,” he said.
He noted that customers increasingly expect to manage their finances anytime and anywhere, whether paying bills, transferring money, accessing credit, saving or investing.
According to Mlelwa, this transformation is supported by sophisticated digital infrastructure that enables banks to respond more quickly to changing customer expectations.
Technologies such as microservices and application programming interfaces (APIs) allow complex banking systems to be broken into smaller and more flexible components, while cloud computing provides scalable capacity to support faster innovation.
Artificial intelligence and machine learning are also helping banks understand customer behaviour, anticipate needs and develop more personalised financial solutions.
“Together, these innovations are creating a new era of banking, one that is more connected, intelligent and customer-centric,” he said.
THE MISSING PIECE: DIGITAL COMPLAINT HANDLING
However, Mlelwa said banks should not measure digital transformation only by the number of services successfully moved online.
He identified digital complaint handling as an area requiring greater attention if banks are to deliver a truly seamless digital experience.
“Digital customers expect digital service, not just when everything works perfectly, but also when something goes wrong,” Mlelwa said.
He explained that customers who open accounts online, apply for loans through mobile applications or make digital transactions naturally expect to be able to report and resolve problems through the same digital channels.
While traditional channels such as call centres and branch visits remain important, they may not always meet the expectations of customers who have become accustomed to instant digital services.
“The expectation goes even further. Today’s digital customers anticipate systems that are intelligent enough to detect failures proactively and resolve them before the customer even raises a complaint,” he said.
Mlelwa warned that forcing customers to move between different support channels to resolve digital banking problems can create frustration and undermine trust.
“The inability to lodge a complaint easily or receive swift digital resolution leaves customers feeling unheard and undervalued,” he said.
BANKING NEEDS AN END-TO-END DIGITAL JOURNEY
Mlelwa said the next phase of banking transformation should focus on creating an end-to-end digital journey that continues beyond the completion of a transaction.
“The path forward is clear: banks must embrace a truly end-to-end digital journey, one that does not end at service delivery but extends seamlessly into customer support,” he said.
He said digital complaint management should be embedded within banking platforms, enabling customers to report problems instantly, track their complaints and receive updates without leaving the digital environment.
“This requires embedding complaint handling directly into the digital architecture of banking solutions. It means building systems that can capture issues instantly, track them transparently and resolve them efficiently,” Mlelwa said.
He added that effective digital complaint management should incorporate automated anomaly detection, real-time notifications, self-service resolution options and swift escalation where human intervention is required.
“More importantly, it should provide customers with visibility and assurance that their concerns are being addressed,” he said.
CUSTOMER EXPERIENCE WILL DEFINE THE NEXT BATTLE
According to Mlelwa, future competition in banking will increasingly be determined by the quality of customer experiences rather than the sophistication of products alone.
“In a market where customer expectations are continuously evolving, differentiation will no longer be driven solely by the sophistication of products but by the quality of experiences,” he said.
He stressed that banks need to listen to customers while continuing to innovate, arguing that technology should ultimately strengthen rather than weaken the human connection between financial institutions and their customers.
“Banks that succeed will be those that listen as well as they innovate, those that not only digitise services but also humanise the digital journey through responsiveness and empathy,” Mlelwa said.
He noted that unresolved complaints, failed transactions and delays can have a disproportionate impact on customer trust, making effective complaint management an essential component of the digital banking experience.
THE TRUE MEASURE OF DIGITAL TRANSFORMATION
Mlelwa said the true measure of digital transformation should extend beyond how quickly a bank can process a successful transaction.
“Ultimately, a truly transformed bank is one that ensures every interaction is digital, every complaint is resolved swiftly, and every customer feels heard,” he said.
According to Mlelwa, creating such an end-to-end experience will be essential for building trust, strengthening customer loyalty and securing long-term competitive advantage.
“Because in the end, a delighted customer is not just a satisfied user who is likely to spend more, it is an enduring source of value,” he said.
The 10DX Intelligent Banking Summit is an invitation-only executive series connecting senior banking and technology leaders across markets in Africa, the Middle East and Asia. The series addresses core banking modernisation, artificial intelligence implementation, fraud mitigation and evolving regulatory demands.
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