GOTYME Bank Shifts Strategy, Removes Physical Kiosks to Focus on “Phygital” Service
GOTYME Bank has announced a shift in its approach to customer service by removing its physical kiosks and moving toward a more “phygital” banking model — a blend of physical and digital channels that aims to improve accessibility and convenience for customers.
The bank — launched in South Africa as a digital‑first challenger — originally introduced branded kiosks in shopping centres and public spaces to help people access banking services in person. However, GOTYME has now decided to withdraw these kiosks, saying that most clients prefer using mobile and digital channels for their day‑to‑day banking needs.
Under the “phygital” model, GOTYME will continue to offer digital banking through its app and online platform while integrating with selected partner locations where customers can get in‑person help when needed — such as through retail partners or shared service points. The move is designed to strike a balance between convenience and personalised support.
GOTYME said the decision is part of a broader trend in the banking industry toward reducing reliance on standalone physical locations while enhancing digital engagement — especially among younger, tech‑savvy users. The bank also highlighted that the costs of maintaining standalone kiosks were high compared to the usage levels.
Customers who still want personal assistance will be able to access support via virtual channels or partner locations, helping the bank maintain a presence without the expense and footprint of dedicated kiosks.
GOTYME’s shift reflects broader changes in how banks are meeting customer expectations in an increasingly digital world.
