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
FCMB Turns Normal Banking into Rewards with New Mobile App Upgrade

First City Monument Bank (FCMB) has introduced a set of new features on its mobile app, led by a reward points system that turns everyday transactions into tangible benefits for customers.

With this update, FCMB shifts the focus from routine banking to value creation, giving customers a stronger reason to engage, transact, and stay within its digital ecosystem.
At the centre of the upgrade is the Reward Points feature, which allows customers to earn and redeem points on transactions made in the app. The more customers use the platform, the more value they unlock, creating a direct link between daily banking activity and real-life rewards.
Beyond the rewards, the enhanced app introduces a Regal Premium Lifestyle Subscription that offers users access to curated lifestyle benefits across travel, dining, and entertainment, plus a three-month free transfer for new-to-bank customers.
Customers can now access mutual fund investments directly within the app, helping them grow wealth without multiple platforms. This feature reinforces FCMB’s commitment to empowering customers with accessible financial tools.
To improve customer experience, the app now includes “Chat with Temi”, an intelligent in-app support feature that delivers instant assistance and quicker issue resolution.
Speaking on the update, Oladipo Alabede, divisional head, Payments and Solutions, said: “At FCMB, we are constantly innovating to meet the evolving needs of our customers. These features are designed to provide convenience, reward loyalty, and empower our customers to do more with their finances, right from their mobile devices.”
In line with its financial inclusion drive, FCMB has simplified account upgrades from Tier 1 to Tier 2, allowing customers to access enhanced banking services without visiting a branch.
Additionally, the introduction of instant virtual card request and activation ensures customers can immediately create and use secure digital cards for online transactions.
Adetunji Lamidi, divisional head, Personal Banking, emphasised the Bank’s digital transformation journey: “These upgrades reflect our technology-driven strategy to build a smarter, more intuitive banking platform. By integrating intelligent support systems like Temi and enabling instant services such as virtual card activation, we are redefining convenience and accessibility in banking.”
This comprehensive upgrade reflects FCMB’s ongoing commitment to innovation, customer focus, and digital excellence, positioning the mobile app as a one-stop platform for seamless, rewarding, and future-ready banking.
Customers are encouraged to update or download the FCMB Mobile App today from their app store to use these new features and take full control of their financial journey.
E-Financial
Despite Warnings, FG Draws Down $1.5Bn as First Tranche of FAB $5Bn Loan Deal

Nigeria has accessed the first tranche of its $5 billion derivatives financing arrangement with First Abu Dhabi Bank (FAB), drawing about $1.5 billion under the deal approved by the national assembly in March.

This is despite caution by the International Monetary Fund (IMF) against proceeding with the proposed $5 billion structured Total Return Swap (TRS) financing program with First Abu Dhabi Bank.
IMF said that the complex derivative-based financing agreements are often opaque and carry hidden financial risks.
According to Bloomberg on Friday however, the federal government received the funds in the past two weeks through a structured total return swap (TRS) transaction with the United Arab Emirates’ largest lender, citing people familiar with the matter.
On March 31, the national assembly approved President Bola Tinubu’s request to secure up to $6 billion in external borrowing.
The borrowing plan comprised two facilities from the United Arab Emirates (UAE) and the United Kingdom, including a structured TRS financing programme of up to $5 billion from First Abu Dhabi Bank.
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Tinubu had said the proposed borrowing would increase Nigeria’s public debt stock, which stood at $110.3 billion (about N159.2 trillion) as of December 31, 2025.
The drawdown comes despite concerns raised by Fitch Ratings over the financing arrangement.
Fitch warned that while such transactions can provide liquidity, diversify funding sources and lower borrowing costs, they often fall outside conventional debt-reporting frameworks and could weaken transparency and legislative oversight.
The rating agency also said the structure could expose Nigeria to additional foreign exchange risks if domestic bond yields rise or the naira depreciates.
Also, the International Monetary Fund has cautioned that the derivative-based financing arrangements are often opaque and complex, making it difficult to assess the full extent of governments’ debt obligations.
E-Financial
Paystack Unveils AI-powered Payments Tools

Paystack has launched Paystack Index, an experimental AI-powered payments tool, enabling users in Nigeria to complete everyday transactions through AI assistants such as ChatGPT and Claude.

The product allows users to buy airtime, send money via Zap by Paystack and order food from Chowdeck using simple text prompts. Instead of switching between multiple apps, users can instruct an AI assistant to execute transactions directly.
Paystack Index acts as a bridge between AI agents, merchants and Paystack’s payments infrastructure, while ensuring users retain control of authorised transactions.
The company said it does not store sensitive financial information such as card details, PINs or bank account credentials.
Developed with support from TSG Labs, Paystack’s innovation arm, the product builds on Paystack Checkout and Zap and forms part of the company’s broader work on AI-enabled commerce.
It is initially available to selected Zap users in Nigeria through an early-access beta programme and currently supports airtime and data purchases, wallet funding, money transfers and food orders.
Paystack said the launch reflects its belief that AI agents are emerging as a new interface for commerce, enabling users to move from prompts to real-world transactions.
Announced by co-founder and chief executive officer Shola Akinlade, the product positions AI assistants as execution layers for payments and commerce, rather than just tools for information and recommendations.
The launch comes amid rising AI adoption in Nigeria. According to a Google-Ipsos survey, 88% of Nigerians surveyed said they had used generative AI in the past year, while 62% said they used it for everyday tasks such as planning trips, meals or workouts.
The launch also follows Paystack’s recent restructuring under The Stack Group (TSG), which created dedicated business units for merchant payments, consumer transactions, banking services and emerging technologies.
Paystack plans to expand Paystack Index to more merchants, services and African markets, including Ghana, Kenya and South Africa, as it evaluates user behaviour and AI-powered checkout experiences.
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