In Search of Unique Selling Points

Agent banking appeared along with mobile money to transform Kenyans financial landscape. But as cash digitisation grows (with 90% of consumers now using mobile money) agents still endure. As found in the latest Wakenya survey, their usage is up to a respectable 11% against a backdrop of falling cash usage, and the availability of mobile banking apps (used by 22%). So what drives demand for agents services? Consumer preference for the human touch could be their key selling point. Either way, bank agents seem prepared to endure the cashless revolution.

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