E-Financial
Heritage Bank Highlights Customer Experience As Key to Retail Banking Success

Improved customer experience, technology and thorough exploitation of the emerging alternative markets in the non-oil sectors of the Nigerian economy are keys to growing emerging retail banking sector.
This was the submission of Mrs. Mary Akpobome, Heritage Bank’s Executive Director, Ivory Banking, who represented Mr. Ifie Seiko, Managing Director/Chief Executive Officer of the Bank, as a guest Speaker at the 2nd Jeff & O’Brien Roundtable Conference on The Future of Retail Banking in Africa, which took place at the Intercontinental Hotels, Lagos.
According to Mrs. Akpobome, with Nigeria’s over reliance on the oil sector and the effect of the fall in foreign exchange rate, banks need to redefine their retail banking strategies to cater for the emerging retail business opportunities in the nation’s non-oil sector.
“Retail Banking in Nigeria is evolving. Traditional way of Banking is changing. It is going to even change more with the digital age that we are coming into. Reliance and over reliance on Brick and Mortal branches is going to change. Customers are going to have a lot of alternatives as to how to interface with the market. Today, we hear of non-oil sector as alternatives to the oil sector. We can see what over reliance on the Oil sector has done to our economy. If we had focused greatly on these alternatives, the exchange rate would not have hit us as much as it did”, explained Akpobome.
She added that those emerging alternatives, which form large chunk of what today’s Retail Banking need to focus on, include businesses managed by middle-men, farmers, entertainers and other medium-sized businesses that are the new money spinners which have got the banking industry to rethink their customer management strategies.
“What those alternatives have done to the industry is to get banks to rethink their strategies; to rethink the industry they want to play in, to also rethink the market they want to pitch their strategies to ahead of the future, because the future is going to change. Retail banking strategy: means looking at a much wider scope of customers and how to reach them in their respective communities. Is it through alternative banking centre? Is it through Agent-Banking? Is it through cash-point or through other platforms”?
Mrs. Akpobome added that with the successful acquisition of Enterprise Bank by Heritage Bank, the nation’s retail banking service is about to witness the best of retail banking offering established on “unique customer experience, culture of excellence and people skills”.
In his contribution at the Roundtable talk, Group Head, Cowry Banking, Mr. Davidson Regha noted that the success of retail banking in Africa would require partnerships or collaboration of different competencies from other industries to drive innovative and successful retail banking service. He explained how Heritage Bank had successfully created a best-seller education product called SkoolBank with partnership with specialists in the education industry. He also described how the bank had equally partnered professionals in the entertainment industry to grow the rising retail banking demand from the sector.
In his presentation, Mr. John Berry, an International retail banking expert observed that Nigerian banks must build their retail banking strategies around people, processes, products and places with strong emphasis on differentiation to be able to navigate the current changing tides of retail banking.
He noted that to create a successful retail banking system, banks must create a unique culture that differentiates their brands; adding that “it is easy for other brands to copy your pricing but not your unique customer friendly culture”.
Mr. Berry advised that banks must turn their customers into brand advocates through unique experiential services offerings.
“If you are able to turn your customers into advocates, they will buy more products, use the products more regularly, stay longer, tell others about your services and make it more profitable. I will say build a retail brand that is differentiated through functional service and consumer experience”, he admonished.
According to Mr. Pascal Odibo, Group Country Director, Jeff O’Brien, the expectation of his organization regarding the event was “to trigger the conversation and hopefully steer the sector into some radical engagement on the mix of dynamics that will shape who plays, dominates and indeed sets the agenda for Retail Banking in our region in the next decade or two”.
E-Financial
New CBN’s BVN Rules Starts Today

Central Bank of Nigeria (CBN) will from today start enforcing the new Bank Verification Number (BVN) regulations, in a major move aimed at tightening banking security and reducing rising cases of fraud across the financial system.

Key changes include restricting phone number changes to once in a lifetime, limiting banking apps to one device, and capping transactions on new devices to \(\text{₦}20,000\) for the first 24 hours.
Bank customers need to know these:
One of the major highlights of the policy is the restriction on updating BVN-linked phone numbers.
Customers will now be allowed to change the phone number attached to their BVN only once in their lifetime.
Fraudsters often take over accounts by changing phone numbers through SIM swap tricks. Limiting changes helps reduce that risk.
Make sure the BVN number you use is one you plan to keep for a long time. If you ever need to change it, do so carefully because you won’t get another chance.
Your account can be temporarily restricted for checks
Banks are now authorised to place suspicious BVNs on a 24-hour watchlist.
During this period, affected accounts may be temporarily restricted while investigations and identity verification are carried out.
If your bank notices unusual activity, your account may be flagged.
Transactions could be delayed or restricted while the bank confirms that you are the one making them.
BVN registration is now strictly for adults
Another key update is the introduction of an age restriction.
Only individuals aged 18 and above can independently register for a BVN.
Minors will no longer be able to obtain standalone BVNs, except through structured, guardian-linked arrangements approved by financial institutions.
You can only use your banking app on one device
The apex bank has also introduced a one-device-per-app rule.
This means customers can only use their banking app on one device at a time.
Logging in on a new phone will automatically log out the previous device.
If you switch to a new device, your transactions will be limited to ₦20,000 for the first 24 hours.
The policy is designed to reduce unauthorised access and improve identity verification, making it harder for fraudsters to operate using cloned devices or stolen login details.
BVN services are now limited to authorised channels
Access to BVN-related services is now more controlled.
Only CBN-approved banks and financial institutions can handle BVN updates or issues.
Avoid using third-party apps or unofficial agents. Always go through your bank for any BVN-related request.
E-Financial
Fidelity Bank “Basking in Approval” under Onyeali-Ikpe, CEO

Fidelity Bank Plc is basking in endless and stakeholders are happy.

Dr. Nneka Onyeali-Ikpe, managing director and chief executive officer, Fidelity Bank Plc
With nearly 10 million customers, Fidelity Bank is demonstrating excellent market traction.
This a crucial evidence for investors that the bank is solution driven.
For instance, at the capital market, the bank was the toast of investors as its market value surged amid bargain hunting on the Nigerian Exchange, with investors gaining more than 11 percent after few days of tradings last week only.
Fidelity Bank’s share price increased to N22.30 at the close of the market last Friday, as 11.227 million units valued at N251.523 million.
Investors are simply reacting positively to strong earnings, technology-driven growth, and strategic expansions.
Fidelity Bank, emerged a more robust financial institution after the Central Bank of Nigeria (CBN) and the Securities and Exchange Commission (SEC) ordered massive banking recapitalization exercise.
Dr. Nneka Onyeali-Ikpe, managing director and chief executive officer, Fidelity Bank Plc, is being credited for driving these exceptional shareholder value, operational performance, and sustainable growth.
Despite the immense responsibility and intense pressure, especially during turbulent times, Onyeali-Ikpe, has been strutting her stuff by strategic vision and exemplary leadership.
Onyeali-Ikpe has built Fidelity Bank as beacon in the banking industry underpinning the bank with trust, innovative technology, strategic growth, and strong leadership as well as reputation.
She has broken every glass ceilings delivering milestones and solid imprints in the annals of banking.
The bank only recently completed CBN-verified share allotment, hitting N532 billion capital.
This heavy chest now guarantees the bank long-term stability, and enabling it operate with speed.
Since appointment on January 1, 2021, Onyeali-Ikpe, has-anchored the bank on bespoke digital, financial, and technology-driven tools designed to enhance customer experience.
By integrating AI, automation, and advanced data analytics, Fidelity Bank is today delivering solution banking.
Under Onyeali-Ikpe’s leadership, the bank has significantly improved brand equity.
Fidelity Bank also announced the completion of the acquisition of a 100 per cent stake in Union Bank UK, under the CEO.
A recent Brand Finance report ranked Fidelity Bank as the fastest-growing Nigerian brand, with its brand value more than tripling.
Onyeali-Ikpe was also named among the 2024 Most Influential Global Top 100 Export and International Trade Leaders, recognizing her contribution to expanding Nigeria’s trade and export financing capabilities.
Under her, Fidelity Bank has received multiple awards, including Export Finance Bank of the Year (2023 BAFI Awards), Best Payment Solution Provider Nigeria 2023, and Best SME Bank Nigeria 2022 (Global Banking and Finance Awards).
The bank was also recognized by Euromoney for Best Bank for SMEs (2023) and Best Domestic Private Bank in Nigeria (2023).
Onyeali-Ikpe will be leaving as head of the bank this year but her record of placing the institution upward trajectory will be indelible.
She may be leaving “big shoes to fill” because of her high-energy, infectious positivity which made her successful in everything she does.
E-Financial
FCMB, BHM Champion New Revenue Models for Media Sustainability

First City Monument Bank (FCMB), in partnership with BHM, hosted the pilot edition of The Monetised Content Masterclass, bringing together reporters, content creators and editors to address growing pressure on the sustainability of newsrooms and media platforms.

L-R: Adeola Adejokun, Head, Communications, First City Monument Bank; Chris Ihidero, Award-winning Director and Producer; and Diran Olojo, Divisional Head, Corporate Affairs, First City Monument Bank, during the Monetised Content: A Media Masterclass Presented by FCMB and BHM, in Victoria Island. Lagos on Monday, April 20, 2206.
The session comes at a time when traditional advertising revenues are declining for news publishers, even as Nigeria’s entertainment and digital media market continues to grow and is projected to reach $4.9 billion by 2026.
Against this backdrop, the masterclass focused on practical ways for media organisations, independent content creators, and digital platform owners to diversify income, build financial resilience, and sustain editorial independence and integrity.
Participants explored revenue opportunities beyond traditional advertising, including brand partnerships, digital content monetisation, and audience-led models. The one-day session featured panel discussions, Q&A sessions, and peer exchanges designed to translate industry trends into practical action.
Speaking at the event, Divisional Head, Corporate Affairs, FCMB Group, Diran Olojo, said: “Traditional models are under pressure, and attention is more fragmented than ever. The focus now is on building structured, sustainable platforms that can deliver both impact and long-term value.”
Also speaking, CEO and Founder of BHM, Ayeni Adekunle, said: “The economics of media have changed. For journalism to remain independent, it must also become financially resilient. That shift requires new thinking and deliberate action.”
The session was moderated by Fatu Ogwuche, Founder and CEO of Big Tech This Week, and featured speakers including investigative journalist Fisayo Soyombo, storyteller and producer Chris Ihidero, executive and storytelling expert Jennifer Mairo, and digital media entrepreneur Peter Oluka.
The initiative reflects a shared commitment by FCMB and BHM to support the long-term sustainability of the Nigerian media ecosystem through capacity building and industry collaboration.
News3 days agoBuhari, SSG’s Signatures Forged to Defraud Nigeria of $6.2m in CBN – EFCC
General News3 days agoEFCC Declares Tejuosho, City Boys Movement’s Women Leader Wanted over “419”
Telecom2 days agoALTON Urges Urgent Resolution of Regulatory Dispute over Airtime Loans
News2 days agoUK Govt Launches Creative Fund to Boost Local Production in Nigeria’s Creative Industries
Telecom2 days agoDespite Security Concerns, Reps Push for 18-Month Delay before Inactive Phone Numbers are Reassigned
Telecom2 days agoCourt Strikes Out Suit against NCC over 50 Percent Tariff Hike
E-Business2 days agoData Privacy Ignorance Threatens National Security – DKIPPI
Telecom2 days agoChina Blocks Meta’s $2Bn AI Deal, Orders Unwinding of Manus Acquisition













