Purpose: Given that managers play a crucial role in developing and deploying AI for marketing financial services, this study was aimed at better understanding their awareness regarding AI and the challenges they are facing in providing the attendant technologies, as well as highlighting key...

The COVID-19 pandemic is not only a medical emergency but also a business emergency that has created the need for organizations to be resilient and versatile in managing the impact of the pandemic on their business operations. At this time, small- and medium-sized enterprises (SMEs) are the most...

Purpose: This study aims to explore how banks in Nigeria are marketing financial services to financially vulnerable customers. Design/methodology/approach: A multiple case study research strategy was used to analyse three commercial banks and two microfinance banks. Data were collected using...

Purpose: Recognising the high numbers of unbanked and financially excluded adults in Nigeria, this study aims to position chatbot as a digital transformation tool to radically change business model, improve customer experience and enhance financial inclusion in emerging markets....

Purpose: To understand the financial services experience and consumption in Nigeria from the perspectives of both the customers and managers. This study aims to explore this under-researched area and contribute towards a transformative financial service in the country....

While this paper has not taken the health implications of the Coronavirus for granted and recognises that the pandemic has affected everyone around the world, it asks if coronavirus is recognised brand? As many governments, businesses and individuals has worked on co-creating this brand, should...

This spotlight paper addresses financial vulnerability as a specific challenge for countries, organisations and individuals as an aftermath of COVID-19. The paper briefly highlights the economic impact of the pandemic and the financial vulnerability of workers who have lost their jobs as a...

Nigeria is a key regional player in West Africa with approximately 202 million people: one of the largest populations of youth in the world. This is an enormous market for services. However, there is a low level of financial inclusion. A large proportion of the Nigerian population still live in...

The concept of vulnerability denotes the conflict between the resources available to an individual and the challenges they face in life. Due to personal characteristics and market structures, some consumers are made financially vulnerable, which makes it difficult to access the formal financial...