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, Mr 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 revolutionize the banking experience and expand access to financial services in underserved areas,” he stated.
He emphasized that at First Bank, the focus is firmly set 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 the necessity of 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 it is during the night or on weekends.
He added that this emphasis on digital services fosters a self-service model that is not only efficient but also reduces the risks associated with paper handling.
He pointed out a significant shift in customer behavior, 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 prioritizes 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 recapitalization agreement. The bank is currently finalizing 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 the digital banking space, ensuring both convenience and security for all customers.
Group Executive, Retail Banking (North) Division, First Bank, Idris Ado, noted that “the core objective is to enhance the way 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 to create a seamless and welcoming environment, ensuring that each visit offers a unique and positive encounter.”
The Head, Strategy & Corporate Development, First Bank, Chike Uzoma, emphasized 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 center is set to transform the way our customers engage with us, making it an always-on solution that fits into their lives, regardless of time or place.”
