First National Bank (FNB) recently convened a […]

First National Bank (FNB) recently convened a Customer Experience Symposium, bringing together customers, business leaders, industry experts, regulators, and partners to discuss the future of customer experience in Zambia’s banking sector.

 Speaking on behalf of FNB CEO Kapumpe Chola, Chief Financial Officer Bupe Kazimoto emphasized the symposium’s role as a platform for stakeholders to share insights, exchange ideas, and explore opportunities to collectively raise service standards and deliver greater value to customers.

“Our theme, ‘From Insight to Commitment,’ is both a challenge and a call to action,” Kazimoto remarked.

 “Customer experience is not defined by what we know about our customers, but by how we act on those insights. True success is measured by turning feedback into meaningful improvement and translating commitment into action.”

Kazimoto underscored that customer experience is central to FNB’s mission of helping people and businesses prosper.

“Whether we are serving a large corporate, a growing SME, an entrepreneur, or an individual, our ambition remains the same, to make banking simpler, more accessible, more responsive, and more rewarding. Behind every transaction lies a person, a family, a business, or a dream.”

 He highlighted that customers judge banks not only by their products but by the experiences they provide.

“A business account may help sustain jobs and livelihoods. Customers look to us for clarity and support during important moments. The true test is whether we make services accessible, understandable, and reliable—and whether we take ownership when issues arise, as trust is built through consistent experience.”

Kazimoto also acknowledged the evolving expectations of customers and the role of technology and innovation in transforming banking experiences. However, he stressed that the human touch remains essential.

“Exceptional customer experience requires listening, empathy, accountability, and a genuine commitment to understanding customer needs.”

FNB, he said, will continue investing in digital capabilities, process improvements, and customer-led innovation while fostering a culture where excellent service is the standard, not the exception.

“We celebrate colleagues who go the extra mile, but we must also strive to ensure customers require no extraordinary effort to receive excellent service.”

The symposium concluded with a panel discussion featuring stakeholders from the Bank of Zambia, the Competition and Consumer Protection Commission (CCPC), and other participants, who shared challenges and ideas for further improving customer experience in Zambia’s financial sector.

Article by Justine Phiri