FCMB deepens digital banking to boost customers’ experience

First City Monument Bank (FCMB) has ramped up its digital banking capabilities and customer engagement efforts as part of its commitment to enhancing customer experience. In the lead-up to Customer Service Week 2026, which runs from October 5 to 9 under the theme "The Extra Mile," the bank unveiled a series of enhancements aimed at improving service delivery and customer satisfaction.

The bank's statement highlighted recent upgrades, including expanded authentication options via its Temi chatbot and the integration of transaction e-tokens into customer receipts. This allows customers to verify transactions without solely relying on SMS delivery. FCMB's initiatives seek to render banking services more accessible, responsive, and convenient.

The bank's dedication to customer service is underscored by its KPMG 2025 Nigeria Banking Industry Customer Experience Survey, which ranked FCMB's mobile app first in both mobile banking and USSD categories, as well as first in contact centre experience. FCMB's Managing Director, Yemisi Edun, emphasized that customer service is an ongoing commitment that guides the bank's product development, technology deployment, and customer engagement strategies.

FCMB's Executive Director for Corporate Services and Service Management, Felicia Obozuwa, added that the bank strives to foster a culture where employees proactively identify opportunities to enhance customer experiences. The ultimate goal is to ensure that customers feel heard, valued, and supported during every interaction.