The Story Behind Kenya’s Most Ambitious Banking Transformation

Описание: 70% of digital transformations in banks fail. The odds are even worse when you're pivoting from a niche corporate bank to a universal, tech-driven institution. But I&M Bank has bucked the trend.

In this episode, we sit down with Shameer Patel, Executive General Manager of Retail and Business Banking at I&M Bank. Shameer was instrumental in architecting I&M’s transformation—first from the CEO’s office, where he led strategy, and now at the helm of its fast-growing retail arm.

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[0:00 0:16]: Introduction of host & Shamir Patel
[0:16 1:55]: INM's transformation to digital leader.
[1:55 7:45]: Reasons behind digital transformation
[7:45 10:50]: Cultural transformation within INM
[10:50 13:05]: Leadership's role in driving change
[13:05 15:50]: Shift to agile principles & speed
[15:50 17:30]: Learning from global digital leaders
[17:30 20:30]: Moving from iClick to Backbase
[20:30 22:55]: Shift to omnichannel experience
[22:55 24:50]: Struggles after new app launch
[24:50 27:30]: Architectural challenges & investments
[27:30 30:40]: Navigating setbacks & customer feedback
[30:40 36:40]: Managing transition while keeping clients happy
[36:40 42:30]: Branch opening strategy with digital
[42:30 44:30]: Factors influencing branch location
[44:30 46:40]: Strategic decision on MPesa transfers
[46:40 50:30]: Lifestyle banking & customer data
[50:30 54:50]: Banks’ role in SME digital transformation
[54:50 56:40]: Push towards digital lifestyle enablement
[56:40 1:00:40]: INM’s strategy for market leadership
[1:00:40 1:03:45]: Active approach to digital ecosystems
[1:03:45 1:04:50]: Strides needed in Kenya’s digital space
[1:04:50 1:05:45]: INM’s expansion plans
[1:05:45 1:08:50]: AI introduction & executive conversations
[1:08:50 1:11:00]: INM’s AI use cases
[1:11:00 1:12:40]: Advantage of modern platform for AI
[1:12:40 1:13:55]: Benefits of Backbase’s marketplace
[1:13:55 1:14:50]: AI experiments & data governance
[1:14:50 1:15:55]: Focus on credit scoring & AI partners
[1:15:55 1:18:00]: AI’s transformative impact on customer experience
[1:18:00 1:21:20]: AI predicting customer mood
[1:21:20 1:23:40]: Shift to customer experience as core value
[1:23:40 1:26:00]: Tech adoption challenges with IDs
[1:26:00 1:27:30]: Opportunity for fintechs to solve local challenges
[1:27:30 1:35:50]: Shamir’s career reflections & leadership lesson
[1:35:50 end]: Closing remarks & calls to action