Browse & Vote
Explore initiatives from all 27 affiliates.
Voting is closed.
Squad Hero
Individual Excellence
22 entries
Innovation Squad
AI & Automation
20 entries
Best CX/EX
CX & EX Excellence
19 entries
Best Growth
Revenue & Growth
5 entries
Most Vibrant
Culture & Spirit
5 entries
Showing 1–19
of 19
best cx/ex initiatives
Page 1 of 1
New Transfer Order Form
Autonomie client accrue : plus besoin d’un agent pour comprendre ou remplir le formulaire
Temps de remplissage client réduit de 30 minutes à environ 5 minutes
Burkina Faso Digital Squad
Burkina Faso
Voting Closed
ECOFLOW
POC included all stakeholders (Compliance, Cash OPS, CX, RMs) to test real scenarios. Manual emails were replaced by automated tickets and notifications, centralizing documents, saving time, increasing transparency, and improving client trust.
For 2025, eliminating 7–10 emails per delayed transaction could save ≈17 days or 5 hours over 1,787 transactions,
France Squad
FR
Voting Closed
International Transfer TAT Reduction & Speed Optimization Win
This initiative delivered a complete turnaround of the international transfer journey by fixing digital failures, simplifying documentation, streamlining processes, and reducing manual workload. Customers now enjoy faster, more reliable service
SERVICE MANAGEMENT SQUAD
Nigeria
Voting Closed
Optimisation du processus de credit PP
This initiative should win because it transformed the credit process from 28 to 4 days through full automation. It digitizes agreements, tracks all stakeholders in real time, and sends automatic reminders to prevent blocking. Integrated with Flexcube 12, it reduces mismatches and risks while improving speed, accuracy, and service quality.
TAT 28 days → 4 days ·
DR Congo Digital Squad
CD
Voting Closed
ZERO-FRICTION ACCOUNT OPENING: SHORTENING OF ACCOUNT OPENING FORMS
This new form is also in the local language (Kinyarwanda) and fully complies with internal policies (Affiliate & Group), and local regulations.
Before (9 forms = 17 pages) After (1 form = 3 pages)
Rwanda Digital Squad
Rwanda
Voting Closed
Credit Allocation Optimization.
Reduced credit processing time by 59%.
Burundi Digital Squad
BI
Voting Closed
3-Day Dispute Resolution Turnaround Initiative
5 days vs 3 days
Nigeria Digital Squad
Nigeria
Voting Closed
Consumer Loan Processing
- Before: around 5 loans per week. After 15 to 20 loans processed per week week
Malawi Digital Squad
Malawi
Voting Closed
Simplification of account opening process.
From 150 minutes to 60 minutes.
Gambia Digital Squad
Gambia
Voting Closed
Branch Queue Management System (QMS) Rollout
The QMS rollout eliminated long queues, boosted branch CX from 77% to 88%, and earned viral customer praise for the improved experience
In‑branch CX score rose from 77% to 88%.
Zimbabwe Squad
Zimbabwe
Voting Closed
DORMANT ACCOUNT REACTIVATION
na
from 4 to 5h on average to 35 to 40 mins max
Gabon Digital Squad
Gabon
Voting Closed
Consumer Credit Process Optimisation (Less than 10 000 KLCY through Credit Factory)
This process has efficiently eliminated the pain point at all levels from Client to RMs, RM supervisors and O&T and Credit Teams giving Real time information and enforcing accountability
TAT reduced from an average of 6days to 3days (50% improvement)Improvement in loans disbursed in 2025 before deployement and after deployment within SLA of 72 hours: 10% to 60%. - Moving from an average of 165 files/month to 330/month (About 100% of increase) loan file processed after deployment
Cameroon Digital Squad
Cameroon
Voting Closed
ACCOUNT FORM CI (Digitalisation des formulaires d'ouverture de compte)
120 mins vs 10 mins
Côte d'Ivoire Digital Squad
Côte d'Ivoire
Voting Closed
Digital Adoption at the Branches
This initiative focused on driving digital account opening directly on customers’ mobile devices, reducing reliance on manual processes in the branch.
Digital adoption increased significantly from 14.3% (August 2025) to 45.43% (February 2026)
SERVICE MANAGEMENT SQUAD
Nigeria
Voting Closed
Streamlining of Account Opening forms (Business and Individual forms)
Cost reduction on printing and archiving the forms
ETZ-TRANSFORMATION SQUAD
Tanzania
Voting Closed
Optimisation du processus d'ouverture de compte
Le projet est en cours d'implémentation
N/A
Congo Digital Squad
Congo
Voting Closed
MODULE DE DEPOT CASH , RETRAIT CHEQUE AU GABs ET REMISE CHEQUE
Avant : 1h pour les dépôts et le retrait et après : 1 minute
Senegal Digital Squad
Senegal
Voting Closed
Unified Back-End Integration for Affiliate Operations
Since launch, pilot affiliates have shown consistent month‑on‑month improvements. The initiative supported CSAT growth, improving Complaint Resolution Journey CSAT from 38% to 52%, while overall resolution time improved from 2 days 23 hrs to 2 days 9 hr
55% reduction in average resolution time: Before 216hrs --> After 97hrs; 48% improvement in OLA compliance rate Before 40%(inception)--> After 59% ;137% increase in cases successfully routed since inception Start 3,210 cases--> After 7,594 cases
Ghana Squad
Ghana
Voting Closed
Liness
She is always the best in customer excellence derivery and has also won several CX awards
1-10
Malawi Digital Squad
Malawi
Voting Closed
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