First City Monument Bank (FCMB) has introduced digital banking enhancements and customer engagement initiatives in an effort to boost customer experience
Ahead of Customer Service Week 2026, which runs from October 5 to 9 under the theme “The Extra Mile,” the bank described the newly introduced as part of improving service delivery and customer experience
In a statement, the bank highlighted the recent enhancements which are expanded authentication options through its Temi chatbot and the integration of transaction e-tokens into customer receipts, allowing customers to access transaction verification details without relying solely on SMS delivery
The bank said the initiatives aim to make banking services more accessible, responsive, and convenient
According to the KPMG 2025 Nigeria Banking Industry Customer Experience Survey, FCMB’s Mobile App ranked first in the mobile banking and USSD experience categories Beyond its digital banking platforms, FCMB also ranked first in contact-centre experience.
The Managing Director of FCMB, Yemisi Edun described customer service as a continuous commitment that shapes how the management design it products, deploy technology and engage with the customers
“We remain focused on listening to customers and improving the solutions we provide to meet their evolving needs,” she said
Felicia Obozuwa, Executive Director, Corporate Services and Service Management, said the bank aims to build a culture in which employees consistently seek opportunities to improve customer experiences
“Our goal is to ensure customers feel heard, valued and supported at every interaction,” she said