Inside Equity Group’s Digital Transformation: 89.7% of Transactions Now Processed Digitally

The Group reported that 98.3% of all customer transactions now occur outside branches, while 89.7% are processed through digital platforms.

The figures demonstrate how significantly customer interaction with the Group has shifted away from physical branches toward digital channels.

Digital Becomes the Dominant Customer Channel

Equity serves 23.3 million customers through a combination of digital and physical channels.

Its digital ecosystem includes Equity Online for businesses and individuals, Eazzy FX, the Equity Mobile App, *247# and Equitel.

These digital channels operate alongside 410 branches, 886 ATMs, 92,572 agency outlets and 1.4 million merchants.

The result is a large and diversified financial-services network spanning traditional and digital access points.

But customer behaviour is increasingly favouring digital interaction.

With 98.3% of transactions now taking place outside branches and 89.7% being processed digitally, the Group's technology infrastructure has become a core part of its operating model rather than simply an additional banking channel.

AI Moves Into the Workforce

Equity’s technology strategy is also being applied internally.

The Group reported that 82% of its staff had completed a business-focused generative AI course.

In addition, 55% of staff had completed two additional courses through the Huawei ICT Academy.

Across the Group, staff completed 119,980 hours of guided AI instruction.

A further 406 employees were admitted to Master's degree programmes through WorldQuant University in Financial Engineering and Applied AI.

The focus on staff training indicates that Equity's digital strategy is not limited to deploying new technology. The Group is also attempting to develop the human capabilities required to use those technologies.

Thousands of Staff Continue Technical Training

The Group's technology and innovation programmes extend beyond the headline generative AI training.

According to the results, 12,882 staff members completed the GenAI course and progressed to two additional prescribed Huawei certification courses, with 5,743 staff completing those additional courses.

Through its partnership with WorldQuant University, 406 staff were admitted to the MSc in Financial Engineering programme.

Equity was also invited to participate in a pilot Applied AI certificate programme that is intended to inform the rollout of a future master's programme in Applied AI.

Meanwhile, 6,073 users had enrolled in the iamtheCODE Digital Academy, where 11,456 hours of instruction had been completed.

The Group's wider initiative aims to train 600,000 young people in AI, machine learning and data analytics through partnerships involving iamtheCODE, Huawei ICT Academy, WorldQuant University and other partners.

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