First City Monument Bank (FCMB) has rolled out new digital banking features and customer-focused programmes in advance of Customer Service Week 2026, underscoring its efforts to raise service standards and improve the overall customer journey. The annual observance will take place from October 5 to 9 with the theme “The Extra Mile,” at a time when lenders are increasingly using technology and service upgrades to make customer interactions smoother and accelerate digital banking usage. FCMB’s latest changes include broader authentication capabilities on its Temi chatbot and the addition of transaction e-tokens to customer receipts. The receipt feature enables users to obtain transaction-validation information without depending exclusively on SMS notifications. The bank said the measures are intended to make its services easier to reach, faster to use and more convenient for customers. In KPMG’s 2025 Nigeria Banking Industry Customer Experience Survey, FCMB’s Mobile App was placed first for both mobile-banking and USSD experience. The lender also took the top position for contact-centre experience, alongside the performance of its digital platforms. “Customer service at FCMB is an ongoing responsibility that influences product design, technology implementation and the way we interact with customers,” said Yemisi Edun, FCMB’s Managing Director. “We continue to listen closely and refine our offerings to address customers’ changing requirements.” Felicia Obozuwa, Executive Director for Corporate Services and Service Management, said the bank is seeking to establish a workplace culture where staff continuously identify ways to make customer experiences better. “We want every customer to feel listened to, appreciated and assisted at each point of contact,” she said. During Customer Service Week, FCMB plans customer and staff engagement events throughout its branches and digital platforms. Members of the executive management team will meet customers directly at selected branches during the programme. Customers buying airtime through FCMB’s *329# USSD service will get a 10% bonus for three days, while customers new to the bank who buy airtime valued at no less than ₦200 on the FCMB Mobile App will receive a 20% bonus. Visitors to FCMB Premium Lounges in Lagos and Abuja will qualify for promotional rewards, and holders of FCMB Kiddies Accounts will take part in appreciation activities aimed at younger customers. The bank will additionally hold employee events, including a Digital Innovation Pitch, a Banker’s Game Show, and a contest focused on service quality and teamwork. Customer Service Week is marked internationally to acknowledge employees’ contribution to customer support and to building stronger commercial relationships. FCMB offers personal, business and corporate banking products and services throughout Nigeria.
