GCB Bank’s Customer Experience Chief outlines wellness-driven strategy to deepen customer engagement

Cynthia Ofori-Dwumfuo, the Chief Marketing, Communication and Customer Experience Officer of GCB Bank PLC, has emphasized the bank's commitment to enhancing customer experience through wellness initiatives, digital innovation, fraud awareness, and improved service delivery. The bank held its first Aerobics Fiesta on October 31 at the University of Ghana Stadium in Accra, marking the end of its 2026 Customer Service Month celebrations.

The event gathered customers, employees, stakeholders, and the public for fitness activities, health education, and entertainment.

Ofori-Dwumfuo stressed that customer service extends beyond traditional banking services, involving creating meaningful experiences that deepen relationships between the bank and its customers. She highlighted that customer experience requires understanding the diverse challenges customers face and ensuring that every interaction reflects the bank's commitment to customer-centricity. The bank's wellness strategy includes educating customers about financial fraud and providing accessible channels for secure transactions.

The maiden Aerobics Fiesta aimed to strengthen the bank's relationship with customers while promoting healthy living and community participation. The event featured aerobics sessions, yoga, breast cancer screening, prostate cancer awareness, and a playground for children. Ofori-Dwumfuo emphasized that the occasion celebrated the people who have contributed to GCB Bank's growth and success, including customers, employees, and stakeholders.

GCB Bank plans to introduce more customer-focused initiatives in 2027, with the Aerobics Fiesta intended to become an annual event. The bank's goal is to become increasingly responsive and customer-focused, reflecting its longstanding presence in Ghana's financial sector and gratitude for the loyalty and confidence of its customers since its establishment in 1953.