First City Monument Bank (FCMB) has introduced digital banking enhancements and customer engagement initiatives ahead of Customer Service Week 2026. The annual event, which runs from October 5 to 9, highlights the bank's focus on improving service delivery and customer experience. FCMB's recent enhancements include expanded authentication options through its Temi chatbot and the integration of transaction e-tokens into customer receipts.
The bank's 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. Additionally, FCMB ranked first in contact-centre experience. These rankings demonstrate the bank's commitment to providing a seamless customer experience.
FCMB's Managing Director, Yemisi Edun, emphasized that customer service is a continuous commitment that shapes the bank's product design, technology deployment, and customer engagement. The bank remains focused on listening to customers and improving solutions to meet their evolving needs. This customer-centric approach is reflected in FCMB's digital banking platforms and customer service initiatives.
As part of Customer Service Week, FCMB will conduct customer and employee engagement activities across its branch network and digital channels. The bank's executive management team will engage directly with customers at selected branches during the week. This direct interaction allows customers to provide feedback and suggestions, which will help shape FCMB's future customer service initiatives.
FCMB has also announced promotional rewards for its customers during Customer Service Week. Customers who purchase airtime through FCMB's *329# USSD platform will receive a 10% bonus over a three-day period. New-to-bank customers who purchase airtime worth at least ₦200 through the FCMB Mobile App will enjoy a 20% bonus. These rewards demonstrate the bank's appreciation for its customers' loyalty and business.
In addition to customer rewards, FCMB will organise employee programmes during the week, including a Digital Innovation Pitch, a Banker's Game Show, and a competition centred on service excellence and collaboration. These programmes aim to engage employees and encourage them to think innovatively about customer service. By investing in its employees, FCMB is investing in its customers' experience.
Customer Service Week is observed globally as an opportunity for organisations to recognise the role of employees in delivering customer service and strengthening business relationships. FCMB provides personal, business, and corporate banking services across Nigeria. The bank's commitment to customer service is reflected in its various initiatives, which aim to build a culture of customer-centricity and service excellence.
Key points
- FCMB introduces digital banking enhancements, including expanded authentication options through its Temi chatbot and transaction e-tokens.
- The bank ranks first in mobile banking, USSD experience, and contact-centre experience categories, according to the KPMG 2025 Nigeria Banking Industry Customer Experience Survey.
- FCMB offers promotional rewards to customers, including bonuses for airtime purchases and exclusive benefits for new-to-bank customers.
