First City Monument Bank (FCMB) has launched an initiative to deepen its digital banking and customer engagement, as part of the 2026 Customer Service Week. The bank's 'Extra Mile' initiative aims to make banking more accessible, responsive, and convenient for its customers. This move is in line with the global Customer Service Week theme, which emphasizes the importance of service excellence in building stronger relationships between businesses and their customers.
FCMB has introduced expanded authentication options through its Temi chatbot and integrated transaction e-tokens into customer receipts. The e-token feature allows customers to access transaction verification details directly from their receipts, reducing reliance on SMS notifications and providing an additional layer of convenience and accessibility. These initiatives are designed to meet the growing demand for faster, simpler, and more reliable ways of conducting transactions in Nigeria's banking sector.
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. The bank also ranked first in contact-centre experience. This recognition underscores FCMB's commitment to providing a seamless customer experience through its digital channels. The bank's Managing Director, Yemisi Edun, emphasized that customer service remains central to FCMB's strategy.
Edun stated that customer service is a continuous commitment that shapes how FCMB designs its products, deploys technology, and engages with its customers. The bank will continue to listen to customers and improve its solutions to meet their changing needs. FCMB's Executive Director, Corporate Services and Service Management, Felicia Obozuwa, added that the bank is working to embed service excellence across its workforce.
As part of the Customer Service Week activities, FCMB's executive management team will engage directly with customers at selected branches. The bank is also offering promotions to its customers, including a 10 per cent bonus to customers purchasing airtime through its *329# USSD platform over three days. New-to-bank customers who purchase airtime worth at least ₦200 through the FCMB Mobile App will receive a 20 per cent bonus.
FCMB is also rewarding customers visiting its Premium Lounges in Lagos and Abuja, while Kiddies Account holders will participate in special appreciation activities. The bank will hold employee-focused programmes, including a Digital Innovation Pitch, Banker's Game Show, and a service excellence competition. These activities reinforce FCMB's strategy of combining technology with a strong customer-focused culture.
The 'Extra Mile' initiative is a testament to FCMB's commitment to providing exceptional customer service and experience. The bank's efforts to enhance its digital banking and customer engagement have earned it recognition in the industry. With its focus on service excellence, FCMB aims to build stronger relationships with its customers and maintain its position as a leader in Nigeria's banking sector.
Key points
- FCMB introduces new digital banking features, including expanded authentication options and transaction e-tokens.
- The bank's 'Extra Mile' initiative aims to make banking more accessible, responsive, and convenient for its customers.
- FCMB's Mobile App and contact-centre experience ranked first in the KPMG 2025 Nigeria Banking Industry Customer Experience Survey.
