Most customer appreciation weeks end at the bank counter, with a thank-you, a branded pen and a queue that moves a little faster than usual.

Centenary Bank’s Fort Portal edition went further this year and walked up the hill to the palace.

In the midst of its CX Month 2026 celebrations, the bank paid a courtesy visit to the Tooro Kingdom today to congratulate Omukama Edward Rukidi Nyabongo I on his ascension to the throne, and to honour a relationship with the Crown that has been built over many years.

The delegation was led by Immaculate Ngulumi Nabatte, Acting General Manager Corporate Communications and Marketing.

She was joined by James Katamba, Regional Manager Western Region, and Caroline Oshabe, Branch Manager Fort Portal.

It was a short visit with a clear message.

A bank that puts customers first must show up where its customers’ communities are rooted, and in Tooro few institutions carry the weight of the Crown.

By coming in person, Centenary signalled that its appreciation reaches beyond account holders to the culture and leadership that shape the region it serves.

The delegation underscored the point by presenting the Omukama with special gifts, offered as tokens of appreciation during the bank’s appreciation week.

The conversation quickly turned from courtesy to collaboration.

Ngulumi said the bank was ready to put its weight behind the kingdom’s development priorities.

“The bank commits to work closely with the Kingdom especially around youth skilling and employment, health and hygiene, environment protection and conservation, among others,” she said.

The Omukama received the delegation warmly and pledged to work closely with the bank to serve his subjects.

He pointed to the long-standing business partnership between Centenary and the Kingdom as the foundation for that commitment, a history that gives the new conversations a firm footing from the outset.

Centenary’s footprint in the kingdom is already established.

The bank operates three branches in Tooro, and a fourth is on the way. Katamba said the planned Kyegegwa branch would deepen that reach.

“The region is yet to open a new branch in Kyegegwa, aimed at increasing outreach and taking services closer to the people,” he said.

For Centenary, the visit reflects the wider CX Month theme: great customer experience is built on relationships as much as on products and service standards.

For Tooro, it was one more sign that the new reign begins with institutions that have long walked alongside the kingdom ready to continue doing so.

As appreciation week in Fort Portal continues, the branch team will keep engaging customers and community members. But the palace visit may be the moment that best explains what the week is about.