By Our Reporter,
Dar es Salaam, Tanzania – Akiba Commercial Bank Plc (ACB) has reaffirmed its commitment to delivering enhanced customer experiences as it commemorates Customer Service Week 2026 under the theme “Going the Extra Mile – Kwenda Hatua ya Ziada kwa Ajili ya Wateja Wetu.”
Speaking during a customer engagement event held at ACB Main Branch in Dar es Salaam, ACB Chief Operating Officer, Ms. Juliana F. Swai, said the Bank's approach to customer service goes beyond meeting expectations and involves listening to customers, understanding their needs, addressing their challenges and continuously improving the banking experience.
Ms. Swai expressed appreciation to ACB customers for their continued trust and for choosing the Bank as a partner in their financial and business development journeys.
“Going the Extra Mile is not simply about doing what customers expect us to do. It is about doing more, listening to their needs, understanding their challenges and finding ways to make their banking experience easier, faster and better,” said Ms. Swai.
TWENDE KIDIJITALI: MAKING BANKING MORE CONVENIENT
Ms. Swai highlighted ACB's continued digital transformation agenda through its Twende Kidijitali initiative, which encourages customers to embrace convenient, accessible and secure digital banking solutions.
Through ACB Mobile, Internet Banking, VISA, ACB LIPA and Akiba Wakala, customers can access a range of banking services and conduct transactions without necessarily visiting a branch.
She emphasized that digital transformation is not only about introducing technology, but about using technology to improve the overall customer experience.
“Our objective is to save our customers' time, provide greater convenience and enable them to access banking services wherever they are,” Ms. Swai said.
SUPPORTING CUSTOMERS THROUGH CHANGING CONDITIONS
Ms. Swai also encouraged customers, particularly businesses, to plan ahead and prepare for potential disruptions associated with changing weather conditions, including expected El Niño-related conditions.
She encouraged customers to make use of ACB's digital and alternative banking channels while planning their financial requirements in advance.
She added that ACB will continue working to ensure that customers can access banking services through its branches and alternative channels while strengthening the reliability and efficiency of its digital platforms.
A COMMITMENT THAT GOES BEYOND CUSTOMER SERVICE WEEK
Ms. Swai reaffirmed that ACB's focus on customers extends beyond Customer Service Week.
She said the Bank will continue listening to customers, investing in its people and technology, improving its branches and service points, and simplifying banking processes to make banking more convenient and responsive to customer needs.
“Every customer is important. Every piece of feedback is important, and every challenge presents an opportunity for us to improve,” Ms. Swai said.
She added that “Going the Extra Mile” represents an ongoing commitment by the Bank to place customers at the centre of its service and business transformation agenda.
“Every week is a customer service week for us. Every customer matters, every opinion matters and every challenge is an opportunity to improve,” she said.
As Customer Service Week 2026 continues, ACB remains focused on putting customers at the heart of everything it does—listening to their needs, creating meaningful engagements and continuously improving the way it delivers banking services. Through innovation, digital transformation and personalized customer experiences, the Bank is going the extra mile to deliver greater value, convenience and solutions that support customers' financial and business journeys.
At ACB, going the extra mile is more than a theme; it is our promise to go further for our customers, every day.
Akiba Commercial Bank Plc – The Bank for Your Development.