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Kenya, 7 November 2026 - Kenyan businesses are increasingly turning to customer experience as a competitive differentiator, with NCBA Bank, Britam Holdings and Jubilee Group Insurance emerging among the biggest winners at the 2026 Service Excellence Awards.
The recognition highlights the growing importance of customer-centric business strategies as companies seek to strengthen customer loyalty, improve service delivery and remain competitive in an increasingly demanding market.
At the awards, held in Nairobi on Friday, 6 November, NCBA Bank took home the Best Customer Experience (CX) Strategy award, while Britam Holdings PLC was recognised for its contribution to social impact and sustainability.
Jubilee Group Insurance was another major winner, securing two awards in the Best Customer Communication Strategy and Best Use of Technology categories.
The awards, organised by the Institute of Customer Experience (ICX) Kenya, recognise organisations that have demonstrated excellence in customer engagement, innovation and service delivery.
Speaking at the ceremony, ICX Kenya Chairman Joseph Choge said the ability to deliver meaningful customer experiences would increasingly shape how businesses compete and earn public trust.
He observed that although technology continues to create new opportunities for organisations, sustainable business value would depend on how effectively companies understand and respond to people’s needs.
“Across both the public and private sectors, we are entering a period where experience will increasingly determine how organisations compete and how citizens and customers choose where to place their trust,” Choge said.
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He challenged organisations to move beyond treating customer experience as a support function and instead embed it in their broader business strategies.
According to Choge, delivering exceptional service requires deliberate investment in organisational culture, leadership and consistent customer engagement.
Other institutions recognised at the ceremony included I&M Bank Kenya, which won the Best Internal Customer Experience Award and Family Bank Limited, which received the CS Week Innovation Award. Diamond Trust Bank also shone as it was named winner in the Best Contact Centre category.
The 2026 edition was held under the theme “Going the Extra Mile”, highlighting the importance of exceeding customer expectations through consistent and memorable service experiences.
The recognition comes as customer experience increasingly features in conversations about business performance, with organisations looking beyond products and pricing to how customers interact with their brands.
The awards form part of efforts to promote service excellence and customer-centric growth across Africa through professional development, industry benchmarking and capacity building.