First City Monument Bank (FCMB) has rolled out new digital banking features and customer engagement initiatives as part of activities marking Customer Service Week 2026.
The annual observance, held from October 5 to 9 under the theme “The Extra Mile”, is being used by the bank to highlight efforts to improve customer experience through technology, service innovation and direct engagement.
Among FCMB’s latest digital enhancements is the expansion of authentication options through its Temi chatbot. The bank has also integrated transaction e-tokens into customer receipts, giving customers access to transaction verification details without depending solely on SMS notifications.
FCMB said the initiatives were designed to make banking more accessible, responsive and convenient for its customers.
The bank’s efforts have also received recognition in the KPMG 2025 Nigeria Banking Industry Customer Experience Survey. According to the survey, FCMB’s Mobile App ranked first in the mobile banking and USSD experience categories, while the bank also recorded the highest ranking in contact-centre experience.
“At FCMB, customer service is a continuous commitment that shapes how we design our products, deploy technology and engage with our customers,” said Yemisi Edun, Managing Director of FCMB.
“We remain focused on listening to customers and improving the solutions we provide to meet their evolving needs.”
Felicia Obozuwa, Executive Director, Corporate Services and Service Management, said the bank was working to foster a culture where employees continually look for ways to improve customer interactions.
“Our goal is to ensure customers feel heard, valued and supported at every interaction,” she said.
The Customer Service Week programme will feature activities across FCMB’s branches and digital platforms, including direct engagement between members of the bank’s executive management team and customers at selected branches.
Customers using the bank’s *329# USSD platform to purchase airtime will receive a 10 per cent bonus over a three-day period. New-to-bank customers who purchase at least ₦200 worth of airtime through the FCMB Mobile App will receive a 20 per cent bonus.
Customers visiting FCMB Premium Lounges in Lagos and Abuja will also be eligible for promotional rewards, while holders of FCMB Kiddies Accounts will participate in activities designed to appreciate younger customers.
The bank’s employees will also take part in programmes including a Digital Innovation Pitch, a Banker’s Game Show and a competition focused on service excellence and collaboration.
Customer Service Week is observed globally to recognise employees who play a role in delivering quality service and strengthening relationships between organisations and their customers.
