ICX Kenya chairman Joseph Choge presents Airtel Kenya with the 1st runner-up award in the telecommunications category of the People’s Choice Awards, received by Victoria Mutisya, during the Service Excellence Awards Dinner/ HANDOUT
Kenya Revenue Authority, Equity Bank, Diamond Trust Bank, and Absa Bank were among the top winners at the 2025 Service Excellence Awards, hosted by the Institute of Customer Experience (ICX Kenya).
KRA was named the best in customer experience, with Multichoice Kenya and I&M Bank as the first and second runners-up, respectively. Safaricom, Britam, Aga Khan Hospital, and Kenya Power & Lighting Company were among those recognised in the People’s Choice Awards, powered by Ajua, reflecting authentic consumer sentiment and data-driven insights into customer satisfaction.
Absa was recognised for having the best contact centre, Kenya Power won the Customer Service Week innovation award, Equity won the best use of technology award), Diamond Trust the best social impact and sustainability award, and NCBA Bank won the best internal customer experience, while First Assurance Kenya won the best customer communication strategy award.
Speaking during the awards in Nairobi, ICX Kenya chairman Joseph Choge emphasised the transformative role of customer experience in business performance.
“The companies that put customers at the heart of their operations are not just surviving economic headwinds; they are thriving and expanding. Customer experience has become the heartbeat of modern business success, providing a new competitive currency,” said Choge.
He added that businesses that innovate around service and trust are creating value chains that empower communities and fuel national growth.
Themed, ‘Turning Customer Experience into Profitability and Socio-Economic Growth,’ the awards brought together industry leaders, innovators, and policymakers, highlighting the increasing importance of customer experience as a pillar of business excellence and national competitiveness.
Teleperformance Kenya and Nigeria chief operating officer, Sven De Cauter noted that in an economy recovering from global shocks and rising operational costs, customer experience has become a defining factor for business resilience.
“Companies that invest in customer experience don’t just survive; they grow. Customer experience now determines who thrives in the modern economy, setting apart organisations that build trust, innovate services, and deliver tangible value to their customers,” De Cauter said.
Judged by a panel of local and global customer experience experts, the awards recognised excellence across sectors, including banking, insurance, telecommunications and healthcare.
Winners were selected based on innovation, impact, execution, and customer-centricity.
The Service Excellence Awards reaffirm ICX Kenya’s commitment to fostering a customer-first business culture, essential for sustaining growth, creating jobs and positioning Kenya as a regional leader in service excellence.
The Institute of Customer Experience is Africa’s leading professional body championing service excellence and customer-centric growth across sectors.
