THE IMPACT OF DIGITAL TRANSFORMATION ON ORGANISATIONAL PERFORMANCE: A CASE STUDY OF FIRST NATIONAL BANK BOTSWANA
THE IMPACT OF DIGITAL TRANSFORMATION ON ORGANISATIONAL PERFORMANCE: A CASE STUDY OF FIRST NATIONAL BANK BOTSWANA

Summary/Abstract: This paper investigates how digital transformation (DT) affects organisational performance, with a specific focus on FNB Botswana as a case study. The analysis separates digital transformation into three technological components i.e., automation, data analytics, and artificial intelligence (AI). The research aims to determine the distinct impact of each of these technologies on key performance metrics, using qualitative methods grounded in secondary data sources. Theoretical frameworks including the Technology-Organisation-Environment (TOE) model, dynamic capabilities theory, and socio-technical systems theory are integrated to provide a multi-dimensional understanding of how digital transformation operates within organisational systems. Findings reveal that automation enhances efficiency and reduces operational errors, especially when applied to structured, repetitive processes. Data analytics emerges as a strategic asset that strengthens customer engagement, decision-making, and innovation, while artificial intelligence contributes to performance gains by enabling predictive capabilities, personalised services, and fraud prevention. The case of FNB Botswana illustrates how these technologies, when properly deployed, can transform both internal operations and external customer experiences. The bank’s strategic use of digital tools has led to measurable improvements in customer satisfaction, operational agility, and service delivery. The paper concludes that the effectiveness of digital transformation hinges not merely on technology adoption, but on organisational readiness, strategic alignment, and continuous capability development. It recommends that institutions like FNB Botswana deepen investments in data governance, AI integration, and workforce upskilling to sustain competitive advantage in a rapidly evolving digital landscape.

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