Mbabane– As part of a the broader First National Bank (FNB) family, FNB Eswatini has recently reviewed its brand identity and customer experience delivery.
When unpacking the changes, the bank Chief Executive Officer (CEO) Dennis Mbingo said “we are moving into the next phase of our business and taking our promise of help to the next level. We believe this change will provide enhanced help to all our clients including a better experience on our platform ecosystem. We are making our customer’s experience helpful, easy and safe. Further unpacking of these changes will occur following the release of some of the key elements on the seventh of October across all digital platforms.’’
Explaining the inspiration leading to these changes, Mbingo highlighted that the FNB journey spans 183 years of change, evolution and growth, 27 of which have been in Eswatini. “Steeped in a rich heritage that has established trust and solid connections time has meant keeping this iconic brand relevant in an everchanging environment while retaining the equity it has built,’’ said Mbingo
According to Mbingo FNB is on a journey across all countries where it is represented to build an integrated financial services business that is enabled by a platform that will lift customer experience to a level where it is seamless, intuitive and helps with lifestyle choices.
“It stretches the brand promise beyond the delivery of traditional transactional, lending, save and invest, and insurance capabilities. The aim is to connect customers to an ecosystem of platforms that meet their diverse needs, not just in banking, but beyond. This change will also allow the bank to build a brand that will be able to house an ever expanding and increasingly complex business. We believe we can build a business that provides intuitive help and living up to the brand promise of “How can we help you’’, a well-established tagline that will not be part of the changes,” said Mbingo
The bank’s FNB app and other interfaces will get a fresh look, making it easier for customers to find what they need when they need it. The FNB App has introduced new updates to enhance FNB customers ’banking experience with updated and more intuitive navigation.
According to Mbingo customers will appreciate that the FNB App will remain zero-rated and free-to-use, despite the exciting enhancements being added to it.
Mbingo also encouraged the bank’s customers to look out for abuse of the identity transformation.
“As we unpack the changes, it is quite important for us to emphasize a message we have been trying to make frequently in recent times. FNB will not advice of these changes through generic emails or social media texts that seek account and other personal information like customer PINs. Customers should please be on the lookout for people that may want to use the bank’s identity changes to create a false context that draws protected personal information,” Mbingo said.
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