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).
Additionally, Safaricom, Britam, Aga Khan Hospital, and Kenya Power & Lighting Company were among those recognized in The People’s Choice Awards, powered by Ajua, reflecting authentic consumer sentiment and data-driven insights into customer satisfaction.
Speaking during the event, ICX Kenya Chairman Joseph Choge emphasized 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. Businesses that innovate around service and trust are creating value chains that empower communities and fuel national growth,’ said Mr Choge.
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 (CX) as a pillar of business excellence and national competitiveness.
Also speaking at the event, Sven De Cauter, Chief Operating Officer, Teleperformance Kenya and Nigeria, noted that in an economy recovering from global shocks and rising operational costs, customer experience has become a defining factor for business resilience.
He added, ‘Companies that invest in customer experience don’t just survive, they grow. Customer Experience now determines who thrives in the modern economy, setting apart organizations that build trust, innovate services, and deliver tangible value to their customers.’
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