Accion@20 Regional Customer Forum: Lagos Edition

Every conversation with a customer provides insight into how banking can become more accessible, more efficient, and more responsive.

That is why customer engagement remains one of the most valuable investments a financial institution can make.

As part of our 20th anniversary celebrations, we recently hosted the Lagos edition of our Regional Customer Forum, the first in a nationwide series designed to bring customers and the Bank's leadership together for open, honest conversations about the banking experience.

During the Forum, customers openly discussed their experiences with customer service, digital banking, loan accessibility, and service delivery. They asked questions, shared challenges, recognised areas where the Bank had served them well, and offered practical recommendations for improvement.

These conversations create value on both sides.

Banking Is More Than Transactions

Behind each transaction is a bigger story… a business owner planning the next phase of growth, a parent saving towards a child's education, an entrepreneur investing in a dream.

Understanding these stories enables banks to provide solutions that go beyond transactions. It helps create products and services that respond to real needs and build lasting relationships.

That is why customer engagement matters.

While data helps us monitor performance and identify trends, direct engagement provides something equally important, context. 

It allows us to better understand the experiences behind the numbers and identify practical ways to improve our products, services, and overall customer experience.

As our Managing Director and Chief Executive Officer, Taiwo Joda, noted during the forum:

“We recognize that the financial landscape is constantly evolving, and customer expectations continue to change. To remain relevant and effective, we must continuously improve our service delivery, embrace innovation, and create solutions that truly meet their needs.”

Celebrating 20 Years by Looking Ahead

As we celebrate two decades of empowering individuals, supporting businesses, and advancing financial inclusion, our focus extends beyond celebrating the past.

This gives us an opportunity to strengthen the relationships that have shaped our journey and to continue building solutions that create lasting value for our customers.

The Lagos edition marked the beginning of our Regional Customer Forum series, with more engagements scheduled across the country.

We look forward to hearing more stories, receiving more insights, and continuing the conversations that help us serve our customers better.

Because for us, listening is more than good customer service.

It is how we learn, improve, and continue building a brighter future together.