FCMB Reaffirms Commitment to Innovation and Personalised Banking Experience at CSW 2025

First City Monument Bank (FCMB) has reaffirmed its dedication to innovation and personalised financial services as it participated in the 2025 Customer Service Week (CSW), themed “Driving Service Excellence through Innovation.” The bank used the occasion to celebrate its customers, employees, and partners, emphasizing its continued drive to deliver cutting-edge solutions tailored to individual and business needs in today’s evolving digital landscape.

In a statement, FCMB’s Managing Director, Yemisi Edun, highlighted that customer satisfaction remains at the heart of the bank’s operations. She noted that the 2025 CSW celebration provided a unique opportunity to recognize the loyalty of customers while appreciating staff members who consistently go above and beyond to deliver exceptional service. According to her, FCMB’s long-standing success in the Nigerian financial sector has been driven by its culture of innovation, customer-centricity, and inclusion.

Edun stated, “At FCMB, our customers are the reason we exist. Every product we create, every process we improve, and every technological upgrade we deploy is designed to provide our customers with faster, simpler, and more convenient access to financial services. Our goal is to make banking easier and more rewarding for everyone.”

She added that the bank has consistently invested in technology to improve efficiency and enhance customer experience across all touchpoints. Through its robust digital platforms, including FCMB Mobile, FCMB Online, and Quick Recharge services, the bank continues to redefine convenience for millions of customers nationwide.

The 2025 Customer Service Week celebration saw various engagement activities across FCMB branches and digital channels, including customer appreciation events, giveaways, and interactive sessions aimed at strengthening relationships between the bank and its clients. Employees were also recognized for their outstanding contributions to customer satisfaction, with the bank reaffirming its commitment to building a motivated and service-driven workforce.

The Executive Director, Retail Banking, Bukola Smith, explained that FCMB’s focus on innovation extends beyond technology to include personalized service delivery. She said that as customers’ needs continue to evolve, FCMB is leveraging data analytics, artificial intelligence, and customer insights to anticipate and meet expectations proactively.

“Personalisation is the future of banking, and we are proud to be at the forefront of that evolution in Nigeria. By combining technology with human empathy, we ensure every customer feels understood, valued, and supported,” Smith said.

She further noted that FCMB’s innovation agenda is not limited to digital banking but also extends to financial inclusion. Through its agency banking network and partnerships with fintech firms, the bank continues to reach underserved populations in rural and semi-urban areas, enabling more Nigerians to access essential financial services.

In addition, FCMB reaffirmed its commitment to supporting small and medium-sized enterprises (SMEs), recognizing their critical role in driving economic growth. The bank’s SME banking solutions—ranging from flexible credit facilities to business advisory services—have helped thousands of entrepreneurs sustain and scale their businesses across different sectors.

A senior customer at the Lagos branch, Mrs. Aisha Sule, praised the bank’s customer-centric approach, noting that FCMB’s support for small business owners has been invaluable. “FCMB has made a huge difference for my business. Their online banking platform is reliable, and their staff are always available to assist. I appreciate how they personalize their service; it makes me feel like more than just an account number,” she said.

The bank’s commitment to innovation has also been evident in its investments in emerging technologies, including digital lending and mobile-first banking experiences. By integrating artificial intelligence and predictive analytics into its operations, FCMB continues to improve service delivery while ensuring safety and efficiency in transactions.

In line with the spirit of Customer Service Week, FCMB’s management reiterated its pledge to continue prioritizing customer feedback as a key driver of service improvement. The bank noted that customer opinions play a crucial role in shaping its products and strategies.

Edun emphasized, “Every piece of feedback, whether positive or critical, helps us serve our customers better. Listening to our customers has always been one of our greatest strengths. It’s how we have managed to maintain relevance in an ever-changing financial environment.”

Furthermore, FCMB used the opportunity to reaffirm its commitment to sustainability and responsible banking. The bank stated that it will continue to design and implement initiatives that promote environmental protection, financial literacy, and community development. Through its corporate social responsibility (CSR) programs, FCMB continues to empower young entrepreneurs, support education, and promote gender equality.

Industry observers have commended FCMB’s consistent focus on innovation and customer service excellence. They note that the bank’s approach—merging digital transformation with empathy-driven service—sets a strong example for other financial institutions in Nigeria.

With the ongoing digital revolution reshaping the financial sector, FCMB believes that continuous innovation will remain key to staying relevant and delivering value. The bank’s management reaffirmed that its future strategy is built around understanding customers’ evolving lifestyles and leveraging technology to make financial services more accessible, seamless, and secure.

As the 2025 Customer Service Week concluded, FCMB expressed gratitude to its loyal customers for their trust and patronage over the years. The bank also promised to keep improving and adapting its services to ensure that every interaction with FCMB is memorable, rewarding, and empowering.

 

In conclusion, FCMB’s participation in the 2025 Customer Service Week reaffirms its unwavering commitment to innovation, personalisation, and customer satisfaction. The bank’s continued investment in digital transformation, financial inclusion, and human-centered service delivery positions it as a leading force in shaping the future of banking in Nigeria. Through its dedication to excellence and innovation, FCMB remains focused on its mission to empower individuals, businesses, and communities to achieve more.