“You are finally a real bank.” This quote from a customer exemplifies the deep change that Postbank has undergone, moving from an antiquated passbook system into the modern world of cards and point of sale devices. It has been a challenging journey, both internally and externally. As Postbank has sought to professionalise within, the competitive landscape without has changed dramatically. Postbank has had to adapt to remain relevant to customers in a fundamentally different Kenyan financial sector, and it has survived aided not only by its adoption of new technology, but also by a fundamental cultural change within.
Forster, D., & Peachey, S. (2012). Driving change through technology: The Postbank example. Nairobi, Kenya: FSD Kenya.