Mail & Guardian: South African banks are embracing self-service as a strategic imperative, and can be expected to invest heavily in solutions that allow their customers to access a full range of banking services wherever they are at any time. The recent Self-Service Strategies in South Africa 2007 survey, conducted by World Wide Worx on behalf of Consology, shows that banks attach the most strategic importance to self-service, out of a respondent base that also includes insurers, retailers and telecommunications firms."The South African banking sector has years of experience with self-service, dating back to the introduction of the country's first ATMs," said John Ziniades, chief executive of Consology. "We can expect to see banks build on these channels in the years to come, in the hopes of keeping customers away from more costly channels, like physical branches and agent-staffed call centers."
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