The Managing Director and Chief Executive Officer of Remita Payment Services Limited, ’DeRemi Atanda, has referred to as on companies and public establishments to measure digital transformation by the outcomes prospects obtain, relatively than the sophistication of deployed know-how.
He made the decision on the 2026 Service Excellence Conference held in Lagos not too long ago, the place enterprise executives, regulators and public sector leaders mentioned how know-how and human interplay might enhance service supply.
Speaking on the convention theme, ‘Tech-Enabled. Human-Powered,’ Atanda stated organisations typically make investments closely in digital platforms and automation with out addressing the delays, uncertainty and difficulties prospects encounter when accessing providers.
He urged service suppliers to know buyer expectations earlier than adopting new applied sciences, noting that automation can’t compensate for poorly designed processes or unclear service requirements.
“Technology has been, and will continue to be, a means to an end, not the end itself. Customers are not looking for technology; they are looking for outcomes. Technology cannot deliver service excellence if it is optimising for the wrong expectations. The journey begins with how we understand what customers want, which ultimately comes down to less effort and greater certainty,” he stated.
During a panel dialogue, Atanda stated velocity alone was inadequate to ensure buyer satisfaction, including {that a} transaction might be accomplished rapidly with out assembly buyer expectations.
“Speed is just one attribute of service delivery. Fast service is not always pleasant, nor does it always meet customer expectations. To deliver true service excellence, you must combine speed with smart solutions and human connection. That is what builds consistency and trust,” he defined.
He additionally pressured the significance of retaining empathy and responsiveness in digital service supply, saying know-how shouldn’t forestall prospects from receiving applicable assist when issues come up.
“When we speak of human connection in technology, ‘human’ does not mean manual processes. It is about the emotional component of service delivery and how people relate to your brand. As we deploy technology as an invisible layer, we must ensure that it does not remove the human touch, because technology that remembers is technology that feels human,” he added.
On accountability in monetary providers, Atanda stated companies should take duty for the guarantees they make to prospects, even when transactions depend upon a number of networks and repair suppliers.
“You don’t prepare for war in the time of war; you prepare for war in the time of peace. Service providers must design for failure as seriously as they design for success. In a complex financial ecosystem, reliability is shared across multiple partners, but accountability is never shared. It is entirely yours to deliver on your promise to the customer,” he emphasised.
He advisable that enterprise leaders perceive buyer expectations earlier than selecting know-how, map the shopper journey, incorporate empathy into service processes, put together for service failures and assess efficiency utilizing precise buyer experiences relatively than system uptime alone.
The convention highlighted the necessity for organisations to guage digital investments based mostly on their influence on prospects.
