OMNI TRANSFORMATION
The human challenge behind a digital revolution.
THE
PERFORMANCE
CHALLENGE
African Bank’s strategy was bold and clear: move beyond its legacy as a loans-only institution and reinvent itself as a fully fledged, omni-channel retail bank. But clarity on paper doesn’t move markets.
The real challenge was human – how to mobilise almost 4 000 staff, salespeople, and consultants to change what they sold, how they served, and why it mattered. This was a transformation that required more than new systems and products.
WHAT WE DID
TPA designed and delivered a high-intensity change journey that reached 3 920 African Bankers in every corner of the business, shifting mindsets, behaviours, and belief. We connected people directly to strategy, gave them the tools to reinvent how they worked, and built the conviction to live out a digital-first future.
In just 365 days, African Bank shifted from a loan-based culture to a world-class omni-channel organisation. Engagement scores rose by 10% to 58% – proof that almost 4 000 people weren’t just part of the change, they were driving it.
LEADERSHIP MATTERS DISPROPORTIONATELY
Because we believe that leadership matters disproportionately, TPA launched six LeaderSHIFT sessions over the course of the project. We built leadership capability and cascaded awareness, desire, engagement and action, via ongoing, face-to-face Snac-chat sessions.
In-branch coaching and training led up to go-live, as African Bankers became the first users of their new product, MyWORLD — a revolutionary transactional account. To celebrate the journey and the people, we held Rocktober Day, an explosion of culture that saw CEO Basani Maluleke jika on stage.
An army of optimistic champions were activated at a critical point in AB’s history, exceeding customer and market expectations with the successful launch of MyWORLD in early 2019.
THE NUMBERS DON'T LIE
Danceable. Revealing the enormous potential of prioritising the context and culture in which
your people – and your business – thrive.
The numbers don't lie...
3 342
Active African Bankers
owned MyWorld accounts
5 467
Debit cards
ordered
92
Percentage of African Bankers recommend MyWorld
91
Percentage of African Bankers satisfied
with the change
management journey
58
Percentage of engagement levels,
up by 10% in the
12-month period
... and all of this in just 365 days!
Advancing lives is our point of reference for every decision we make in our business, whether it involves the customers we serve or for our people internally. It was vital for us to choose the right partner, with notable experience, who we could entrust in transforming African Bank into a digital business, without losing our core strengths and culture. This led us on an 18-month journey with The Performance Agency. Technically and creatively, their quality of work is exceptional, their focus on customer centricity, constant feedback and ability to adapt was evident in their well-structured step-by-step approach. Our experience with The Performance Agency was outstanding, their professionalism and efficiency is remarkable and they have the ability to really connect with their clients and achieve high levels of engagement
from their participants.”
Basani Maluleke
CEO: African Bank