Ingy: We had 2.5m customers registered for internet and mobile banking pre-pandemic. We did a lot of communication to get them engaged not only for registrations but also actively with financial transactions. Now we have 6m registered for internet and mobile services and over half are active transactors and we’re working on further utilization to achieve the strategic objectives for digital – optimizing the cost to serve.
Peter: We rolled out our digital navigator program about 7 years ago and have 7,000 navigators in branches whose role is to digitally activate customers. Due to the pandemic, we’ve reached the point where we’ve no more customers to digitally activate – we had hundreds of thousands that were branch centric, but we supported about 600,000 customers at home to help them with bill payments etc. and it’s been ridiculously successful. Now we only have 150,000 deposit account owners – of about 8 million – who aren’t digitally active.
Sushil: Branches have been a key part of our strategy, but the pandemic changed a lot. Since branches have reopened, we’ve seen a big shift in retail customers not coming back as much as commercial or SMB. Many retail customers shifted out of branches to digital, people are switched to mobile check deposits for instance. With our new account opening, we made signing up for digital credentials as part of the flow – of course we saw more digital account opening during the pandemic but now we’re seeing the percentages coming back – to around 50:50 split between branches and digital, so we still have a significant number of customers coming into branches.