PwC forecasts over-five-year journey for full digital adoption in Ghana’s banking sector
PriceWaterhouseCoopers (PwC) predicts that it will take more than five years for banks in Ghana to fully transition to digital platforms.
The firm attributes this extended timeline to the preference of many customers for face-to-face interactions with bank staff and the challenges in digital adoption.
Speaking after a meeting with banking sector stakeholders, PwC Ghana’s Country Senior Partner, Vish Ashiagbor, emphasized that achieving 95% digital adoption in the near term may be challenging. He highlighted the country’s demographics and the uneven reach of network infrastructure as significant barriers.
“The demographics of Ghana show a large population still adjusting to digital banking,” Ashiagbor said. He added that banking activities in rural areas, such as agricultural and mining communities, often suffer from connectivity issues, making it difficult to achieve near-complete digital adoption.
During the meeting, PwC shared insights from its Banking Customer Experience (CX) survey and introduced the Ghana Banking Sentiment Index (GBSI). The survey, which gathered input from over 4,700 customers, underscored the importance of banks investing in technology that ensures 24/7 availability and smooth digital channels, while also maintaining courteous and efficient customer service.
Ashiagbor stressed that enhancing customer experience should be a top priority for banking institutions as they develop their strategic plans.
