GCB Bank PLC Managing Director, Farihan Alhassan, stepped out from behind the executive desk to engage customers and members of the public in a candid live social media session, bringing leadership, digital banking and customer service into one conversation.
The “Ask Me Anything” session, held as part of GCB Bank’s Customer Service Month 2026 activities, gave customers an unusual opportunity to speak directly with the bank’s top executive.
Streamed live on GCB Bank’s Facebook and Instagram platforms, the engagement moved beyond conventional banking conversations. Participants raised questions about the bank’s direction, digital transformation and customer experience, while also getting a glimpse of the personality behind the Managing Director’s office.
The session created a more informal atmosphere than customers typically encounter when dealing with senior banking executives. Questions ranged from serious issues concerning GCB’s operations to lighter personal choices, including “Jollof or Waakye?” and “Ronaldo or Messi?”
Another question asked what three words Farihan’s closest friends would use to describe him. Participants also wanted to know which position at GCB he would choose if given the opportunity to exchange roles with a colleague for a day.
These moments brought humour and personality into the discussion, but the conversation soon returned to issues that directly affect customers.
Leadership lessons come into focus
Farihan also reflected on his career journey and how he rose to become Managing Director at a relatively young age.
His response highlighted the importance of resilience, continuous learning and strong values in building a career and taking on leadership responsibilities.
The discussion offered customers a different perspective on the person leading one of Ghana’s most prominent banks. Rather than focusing exclusively on financial products and corporate strategy, the session explored the experiences and principles that have shaped Farihan’s leadership approach.
That personal connection was particularly significant because the AMA format allowed participants to ask questions directly instead of relying on prepared statements or formal corporate communications.
The approach also aligned with the broader objective of GCB’s Customer Service Month, which is being observed under the theme “The Extra Mile.”
Digital banking takes centre stage
Digital transformation emerged as one of the most important areas of the conversation.
Farihan explained that GCB’s technology ambitions are not simply about introducing more digital products. The bank is also focused on ensuring that those solutions are reliable, intuitive and capable of responding to the everyday needs of customers.
That distinction matters as banking customers increasingly expect speed, convenience and consistency across different channels.
Customers now interact with their banks through branches, ATMs, mobile applications and other digital platforms. A poor experience in one channel can therefore affect how customers perceive the entire institution.
Farihan emphasised that GCB’s digital journey must remain closely connected to customer expectations.
His comments point to a broader shift in banking, where technological investment is increasingly judged by how effectively it solves real customer problems rather than by the novelty of the technology itself.
GCB puts customer feedback at the heart of service
Listening to customers was another major theme during the session.
“As the biggest bank serving millions of customers across the country, listening is an important part of delivering meaningful service. Beyond providing financial solutions, it is about understanding customer needs, responding to concerns and continuously improving the banking experience.”
Farihan Alhassan
The statement captures the growing importance of customer feedback in a banking sector where competition is no longer limited to traditional branch networks.
Customers can now compare service experiences across banks and digital financial platforms with greater ease. This has raised the pressure on banks to respond quickly when customers experience difficulties.
GCB’s decision to place its Managing Director directly in front of customers through a live social media platform therefore represents more than a publicity exercise. It creates a channel through which customers can raise questions, express concerns and better understand the institution’s priorities.
Transparency becomes part of the customer experience
According to Farihan, the AMA reflects GCB’s commitment to openness, transparency and customer-centricity.
“This session gave customers direct access to the Bank’s leadership and an opportunity to better understand our priorities, service commitments and the steps we are taking to enhance their overall banking experience.”
Farihan Alhassan
The direct engagement also supports the bank’s Customer Service Month campaign, which seeks to strengthen service culture through customer engagement, appreciation, education and employee participation.
The AMA provided a different dimension to those activities by creating an unscripted conversation between the Managing Director, customers and the wider public.
Participants were able to ask candid questions while receiving insight into GCB’s operations, priorities and approach to service delivery.
‘The Extra Mile’ moves beyond a campaign
As Customer Service Month continues throughout October, GCB is positioning customer feedback as an important part of improving the banking experience.
The “The Extra Mile” campaign is intended to reinforce a service culture that goes beyond simply providing financial products. It focuses on how customers are treated, how concerns are addressed and how the bank responds to changing expectations.
The live AMA has given that campaign a human face.
Farihan’s willingness to answer questions ranging from football preferences to leadership and digital banking placed the bank’s executive leadership within direct reach of its customers.
GCB now faces the bigger task of translating that openness into continued improvements across its branches and digital platforms.
As customer expectations evolve, the quality of those everyday interactions could ultimately determine whether the promise of going “The Extra Mile” becomes a lasting part of the GCB experience.
