The physical banking experience

Banking is no longer a choice between a branch or ATM (physical) and a mobile app or internet banking (digital); customers expect both, woven seamlessly together. According to a recent study in the UK, four in ten customers would switch banks if they cannot speak to a real person when they need help (Banking on Banks Report 2024_Customer Experience). These signals tell us that a human/digital-blended (phygital) approach is no longer optional—it is a strategic imperative. This balanced approach ensures that all customers, regardless of their digital proficiency, enjoy accessible, secure, and efficient banking. This blended banking model offers flexibility, speed, and choice. It combines the convenience of digital banking with the reassurance of human interaction. Customers can perform everyday transactions such as balance checks, statements, bank account confirmations, transfers, payments, and airtime purchases through the Bank Windhoek Mobile App, Internet Banking, or the multilingual Cash and non-cash self-service devices. Customers can visit branches, engage relationship bankers, or contact the Bank’s customer service centres for more complex queries or when personal interaction is preferred.One key benefit of the phygital approach is accessibility. Customers in rural areas or those with limited digital literacy can receive in-branch support. At the same time, digitally confident customers can access services anytime, from anywhere, at a zero data cost. The combination enhances financial inclusion, which remains a strategic priority for Bank Windhoek.Efficiency is another core advantage. Digital channels enable immediate transactions 24/7 and free up in-branch staff to focus on advisory services and customer relationship management. This results in shorter queues, reduced waiting times, and improved customer satisfaction. The blended model also supports financial education. Staff members assist customers in navigating digital tools, gradually increasing their confidence in using these platforms. This human-assisted onboarding is essential in easing the transition to digital banking, particularly for older generations or first-time users. As customers migrate to digital services, so does fraud and crime shift as these criminals attempt to take advantage of customers via these channels. That is why Bank Windhoek has significantly invested in making its digital channels as secure as possible with features like advancedbiometrics and pro-active suspicious transaction monitoring.As part of its phygital banking model rollout, Bank Windhoek continues to invest in secure, user-friendly technology while training staff to deliver empathetic, solutions-oriented service. The Bank’s nationwide presence, supported by its digital platforms, ensures that customers have multiple service touchpoints at their fingertips.Phygital banking is not about choosing between digital and people. It is about combining the best of both to create a customer experience that adapts to how people live and work. This model enables Bank Windhoek to serve the needs of its diverse customer base more effectively, offering consistent, high-quality experiences, whether online or in person.Bank Windhoek’s approach reflects a broader shift in the industry towards responsive, inclusive banking solutions. By bridging the digital and human worlds, the Bank is positioning itself as a trusted partner in its customers’ financial journeys today and into the future.

The physical banking experience

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Namibian Sun 2025-07-24

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The physical banking experience

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Namibian Sun 2025-07-24

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