First Bank has taken a significant step towards enhancing customer experience and driving digital transformation in the banking sector with the launch of another fully automated branch, the FirstBank Digital Xperience Centre, in Garki, Abuja, marking another milestone in its push for digital banking innovation.
Speaking at the launch held yesterday in Abuja, the managing director/chief executive officer of First Bank Group, Olusegun Alebiosu, highlighted the bank’s strategic goals and commitment to creating a digital-first experience for customers.
“With a focus on convenience, security and innovation, First Bank is poised to revolutionise the banking experience and expand access to financial services in underserved areas,” he stated.
He emphasised that at First Bank, the focus is on creating a digital-first experience for customers, aligning with the bank’s transformation agenda. Alebiosu stated that the future of banking is digital, saying that “the transition from reliance on paper-based transactions to a digital platform offers customers the convenience to manage their banking needs independently. Customers can perform various transactions directly from their phones without visiting a physical bank location.”
Recognizing the value of time, he noted the importance of 24/7 access for customers, allowing them to conduct transactions at their convenience, whether at night or on weekends.
He added that this emphasis on digital services fosters a self-service model that is efficient and reduces the risks associated with paper handling.
He noted a significant shift in customer behaviour, stating that “future generations are unlikely to visit bank branches. Instead, they will prefer seamless digital transactions.”
Alebiosu acknowledged that today’s fast-paced world leaves little room for lengthy waits in bank lines, making innovation crucial for a positive customer experience.
Regarding security measures, he stated that “First Bank prioritises cybersecurity by implementing robust controls and innovative technologies such as artificial intelligence to detect unusual activities and safeguard customer transactions.”
Alebiosu pointed out that “First Bank is on track with compliance related to the Central Bank of Nigeria’s recapitalisation agreement. The bank is currently finalising a private placement and is optimistic about its strong shareholders’ support, evidenced by previous successes like oversubscribed rights issues.”
Looking ahead, he hinted at further innovations on the horizon, including initiatives to expand access to banking services in underserved areas, saying that “First Bank’s extensive branch network, spanning numerous local governments, positions it well to bring banking services closer to communities, ensuring that more people can engage with digital banking easily and effectively.”
Alebiosu reassured stakeholders that First Bank remains committed to evolving and innovating in digital banking, ensuring convenience and security for all customers.
The group executive, Retail Banking (North) Division, First Bank, Idris Ado, noted, “the core objective is to enhance how we provide services to our customers, aiming for the most effective and efficient delivery possible. With this new outlet, we anticipate that customers will enjoy significantly improved experiences. The goal is creating a seamless and welcoming environment, ensuring each visit offers a unique and positive encounter.”
The head, Strategy & Corporate Development, First Bank, Chike Uzoma, emphasised the importance of enhancing customer efficiency and satisfaction, stating that “today, we are proud to announce the establishment of our second digital experience center in Abuja, which prioritizes customer convenience. By leveraging customer experience and service, this new digital centre is set to transform how our customers engage with us, making it an always-on solution that fits into their lives, regardless of time or place.”
