The COVID-19 pandemic has dramatically altered customer behaviors, accelerating existing trends and introducing new ones as people adapt to a changed world. Over just a few months, customers have shifted their values, beliefs, and needs in profound ways. Our research highlights a significant trend in the Nigerian banking sector: customers are increasingly comfortable using digital channels for their banking activities, spending less of their income, and demanding greater security for their digital transactions. This shift marks the emergence of a new customer profile—one that is financially cautious, tech-savvy, and well-informed. |