Not long ago, sending money meant one thing: visiting a counter, filling in a form, and handing over cash. Today, a customer sending money online from Qatar might begin that same transfer on a phone during a lunch break, at a self-service kiosk on the way home, or still at a counter — because the customer prefers it that way. The story of our industry over the past decade is the story of choice.
The rise of the digital wallet
Around the world, digital wallets have moved from novelty to daily habit. What began as a way to pay for coffee has become a serious channel for cross-border transfers. For the sender, the appeal is obvious: no queue, no paperwork, and confirmation in seconds. For the recipient, funds arriving directly into a wallet or account can mean the difference between waiting a day and paying a bill tonight.
Kiosks: the quiet revolution
Between the branch counter and the smartphone sits a channel I believe deserves more attention: the self-service kiosk. Kiosks combine the reassurance of a physical location with the speed of self-service. Customers who are not yet comfortable transacting on a phone often find kiosks a natural first step into digital services. I have watched customers who once insisted on the counter become confident kiosk users — and later, confident app users. Each channel builds comfort for the next.
What customers actually want
With all this technology, it is worth pausing on a simple truth: customers do not care about channels. They care about outcomes. Did the money arrive? Was the rate fair? Did I feel in control throughout? The best institutions design every channel — counter, kiosk, app — around those three questions, so the experience feels consistent no matter where it begins.
Why cash is not disappearing
Despite every prediction, cash remains important to millions of people, and I believe it will for years to come. Some customers are paid in cash. Some simply prefer the certainty of physical money. A truly customer-centred industry does not force people down a single path; it keeps every door open and lets each customer choose the one that suits their life.
The road ahead
The next chapter will be about making these channels work together seamlessly — starting a transfer on your phone and completing it at a kiosk, or sending from a wallet while your recipient collects cash at a counter thousands of kilometres away. The technology behind the scenes grows more sophisticated every year, but the goal remains beautifully simple: your money, where you need it, how you prefer it.
Change in our industry is not about replacing the old with the new. It is about adding choices — and trusting the customer to pick what works for them.
Dr. Mohamed Mousa writes about financial services, technology, and leadership.