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Kenya and Mozambique and we are in the concluding stages of opening in Cameroun and Guinea. We are close to concluding an expansion through M&A in Zambia and South Africa. These acquisitions will help strengthen our foothold in the South African financial market, which represents the largest economic hub in the continent.
These are truly dynamic times for Access Bank and we can all be excited as we move closer to becoming Africa's Financial Gateway to the World. However, there are critical areas where we must apply ourselves in order to achieve our objectives.
About one of every three banking customers in Nigeria has an account with Access Bank. This large customer base has put phenomenal pressure on our infrastructure and overall customer experience. Our greatest competitive advantage could become our undoing if we do not address issues of Systems, Technology, Customer Service, and the overall customer experience. This is particularly critical in the light of continuing changes in customer behavior and expectations. As far as our fundamentals are concerned, we are well placed to achieve significant growth in profitability. However, customer expectations are constantly changing and if we do not stay abreast or exceed these, we will not meet our business goals, nor will our customers be satisfied.
achieve these critical goals. Let us build on our existing momentum to ensure our industry leadership.
2020 provided us with the time to truly count our blessings both personally and professionally. However, 2021 will be an even better year. May the brilliance of scientists provide speedy solutions for the world. Ones that will offer protection to us all, especially those we love and care for.
Access Bank welcomes this New Year and the many opportunities it will offer us as an organization, a family, and a service provider to our customers.
We are an institution built on strong ethical values with a dedication to exceptionally high operating standards, with people second to none. You are all a huge part of our success and at this special time of year I extend my deepest thanks for your hard work and constant dedication. Together, we will continue to take our Bank to new heights.
May the Almighty bless, protect, and lead us into a better year.
Herbert Wigwe
Consequently, from the beginning of 2021, our overall focus will be to carry out a complete service evaluation and improvement program. We must change processes that affect service. We must upgrade our overall Contact Center experience and ensure our systems are efficient. I ask that you focus and apply yourselves diligently to
PAGE 3 INSIDE ACCESS | JANUARY 2020 1ST EDITION
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