The celebration brought together customers whose experiences highlighted the role of trust, responsive banking and strong relationships in supporting business growth and community development.
Speaking at a customer appreciation breakfast in Kampala, Jael Christine Wawulira, Head of Customer Experience at Equity Bank Uganda, said the occasion was an opportunity to appreciate customers while reflecting on the experiences the Bank creates.
“Going the extra mile is not merely about meeting expectations. It is about creating meaningful experiences, building lasting relationships and demonstrating genuine care in every interaction with our customers,” Wawulira said.
One of the customers recognised was Alfred Anyoti, Managing Director of Ana Investments Uganda Limited, whose relationship with Equity Bank dates back to 2011.
Anyoti said access to financing and guidance from his relationship manager, Hillary Andrews, helped him gradually build his business. After investing approximately Shs500 million in property, he strengthened his ability to access larger financing and subsequently secured a government contract worth approximately Shs1 billion, which Equity Bank financed.
“Business opportunities often come with strict timelines, and having access to financing at the right time can make a significant difference,” Anyoti said.
He credited the Bank and his relationship manager with supporting his journey from the early stages of entrepreneurship to pursuing larger business opportunities.
The customer appreciation also highlighted how banking partnerships can extend beyond individual businesses to community transformation.
Solomon Serwanjja, Chairman of Bamutakudde Village, said his relationship with Equity Bank began during his university days and has grown to include several accounts for his organisation.
Today, Serwanjja is using his leadership role to champion a five-year development plan for Bamutakudde, focusing on clean water, household incomes and stronger community accountability.
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The community is working towards sinking three boreholes after completing geological studies and is also exploring collective poultry production, with an ambition of helping households work towards earning at least Shs20,000 per day.
Serwanjja called for partnerships with Equity Bank and other stakeholders to help turn the community’s plans into reality.
Claver Serumaga, Executive Director of Equity Bank Uganda, said the stories shared by customers were a reminder that many positive experiences often go unheard.
He acknowledged that the Bank has not always got everything right, including challenges with systems and service, but said Equity is investing in technology, people and infrastructure to improve customer experience.
“We recognise that we have not always got everything right,” Serumaga said. “But our commitment remains clear: we will continue listening, responding and working to fix the things that do not work for our customers.”
Among the improvements are a dedicated technology team, a new data centre, upgraded internet and mobile banking platforms, and improved technology for Equity Agents.
The Bank is also strengthening its contact centre and reviewing its branch coverage to improve accessibility for customers.
Serumaga said approximately 90% of Equity Bank staff have received AI certification, enabling teams to better engage customers on how technology and artificial intelligence can improve business efficiency and growth.
He said technology, however, must be matched by people who understand customers and their businesses.
“A business can only grow as well as the support and advice it receives from its relationship manager,” Serumaga said.
The Customer Service Week celebration reaffirmed Equity Bank Uganda’s commitment to building stronger relationships with customers while supporting businesses, households and communities.
The Bank said the “Going the Extra Mile” theme extends beyond Customer Service Week and should be reflected in every customer interaction.
“We remain committed to going the extra mile with you,” Serumaga said.
