First Bank has made a remarkable advancement in elevating customer service and accelerating digital innovation within the banking industry by unveiling its latest fully automated branch, the FirstBank Digital Xperience Centre, located in Garki, Abuja. This launch represents a pivotal achievement in the bank’s ongoing commitment to pioneering digital banking solutions.
During the inauguration event held yesterday in Abuja, Olusegun Alebiosu, the Managing Director and CEO of First Bank Group, outlined the institution’s strategic vision and dedication to delivering a seamless digital-first banking experience for its clientele.
“Prioritizing ease of use, security, and cutting-edge technology, First Bank is set to transform how banking services are accessed, particularly aiming to broaden financial inclusion in underserved communities,” Alebiosu remarked.
He stressed that the bank’s transformation agenda centers on a digital-first approach, noting that “the evolution from traditional paper-based processes to digital platforms empowers customers to independently manage their banking activities. This means users can execute a wide range of transactions directly from their mobile devices without the need to visit a branch.”
Highlighting the importance of time efficiency, Alebiosu pointed out that customers now benefit from round-the-clock access to banking services, enabling them to perform transactions at any hour, including nights and weekends.
He further explained that this shift towards digital self-service not only enhances operational efficiency but also minimizes risks linked to handling physical documents.
Observing changing customer preferences, he noted, “The upcoming generations are expected to bypass traditional branch visits, favoring smooth and instant digital interactions instead.”
Alebiosu acknowledged the fast-paced nature of modern life, emphasizing that reducing wait times through innovation is essential to delivering a superior customer experience.
On the topic of security, he affirmed, “First Bank places a high priority on cybersecurity by deploying advanced safeguards and leveraging artificial intelligence to monitor and prevent suspicious activities, thereby protecting customer transactions.”
He also confirmed that the bank is progressing well with compliance under the Central Bank of Nigeria’s recapitalization framework. The institution is in the final stages of a private placement and remains confident in the strong backing of its shareholders, as demonstrated by previous oversubscribed rights issues.
Looking forward, Alebiosu hinted at upcoming initiatives aimed at expanding banking accessibility in remote areas. He stated, “With an extensive branch network covering numerous local government areas, First Bank is uniquely positioned to bring digital banking closer to communities, ensuring wider and easier access for all.”
He reassured stakeholders of the bank’s unwavering commitment to continuous innovation and enhancement in digital banking, focusing on delivering both convenience and security to its customers.
Idris Ado, Group Executive of Retail Banking (North) Division at First Bank, shared, “Our primary goal is to refine service delivery to our customers, striving for maximum efficiency and effectiveness. This new branch is expected to significantly elevate the customer experience by providing a smooth and inviting atmosphere, making every visit memorable and positive.”
Chike Uzoma, Head of Strategy & Corporate Development at First Bank, highlighted the focus on customer satisfaction and operational efficiency, stating, “We are excited to announce the opening of our second digital experience center in Abuja, designed with customer convenience at its core. By harnessing enhanced customer service capabilities, this digital hub will revolutionize how clients interact with us, offering an always-available platform that integrates seamlessly into their daily lives, regardless of time or location.”
