First City Monument Bank (FCMB) has introduced digital banking enhancements and customer engagement initiatives ahead of Customer Service Week 2026, highlighting its focus on improving service delivery and customer experience.
The annual event, which runs from October 5 to 9 under the theme “The Extra Mile,” comes as banks increasingly deploy technology and service innovations to improve customer interactions and strengthen digital adoption.
Among FCMB’s recent enhancements are expanded authentication options through its Temi chatbot and the integration of transaction e-tokens into customer receipts, allowing customers to access transaction verification details without relying solely on SMS delivery.
The bank said the 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. Beyond its digital banking platforms, FCMB also ranked first 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 aims to build a culture in which employees consistently seek opportunities to improve customer experiences.
“Our goal is to ensure customers feel heard, valued and supported at every interaction,” she said.
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. Customers who purchase airtime through FCMB’s *329# USSD platform will receive a 10% bonus over a three-day period, while new-to-bank customers who purchase airtime worth at least ₦200 through the FCMB Mobile App will enjoy a 20% bonus.
Customers visiting FCMB Premium Lounges in Lagos and Abuja will also be eligible for promotional rewards, while FCMB Kiddies Account holders will benefit from appreciation activities designed for younger customers.
The bank will also 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.
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.
FCMB marks Customer Service Week with digital upgrades, rewards