By SCM Staff Writer I Friday, October 10, 2025
VICTORIA ISLAND, LAGOS — The Managing Director and Chief Executive of Unity Bank Plc, Mr. Ebenezer Kolawole, has outlined a strategy focused on responsive service culture and technological innovation as the critical differentiators for enhancing customer service impact within the organisation.
Speaking at the flag-off of the bank’s Customer Service Week 2025 celebration, Mr. Kolawole emphasised the need to move beyond incremental service improvements, driven by the increasing sophistication of the bank’s customer base.
“The increasing sophistication of our customers has made the Bank to also begin to focus more on customer experience innovation,” Mr. Kolawole stated, underscoring the bank’s commitment to strategic investment. This focus includes channelling capital into technology, systems, and personnel specifically to “redefine our customer journey altogether.”
The institution’s emphasis on service excellence was highlighted through the week’s theme, “Mission: Possible,” which the MD said captures the bank’s belief that all customer needs can be met through innovation and teamwork across all touch points—digital platforms, branch interactions, and customer support channels.
The bank’s Chief Customer Service Officer, Elfrida Igebu, reiterated this view, stressing the significance of recognising frontline staff whose passion and resilience underpin the institution’s service mission.
“What may seem challenging is always achievable with the right attitude, teamwork, and customer-first mindset,” she noted.
Unity Bank has a precedent for digital innovation, having been an early adopter of a multilingual USSD platform, *7799#, and continues to upgrade its mobile banking platform, Unifi app, to reinforce customer convenience and experience. The Customer Service Week featured staff recognition awards and customer appreciation activities across its national branch network, formalising the celebration of its service ethos.
Mr. Kolawole’s remarks position customer experience as a core strategic pillar for Unity Bank, requiring sustained investment and cultural reinforcement to maintain a competitive advantage in the Nigerian banking sector.
