Paul Arithi 
A section of staff from Equity, led by Equity Group Director Customer Experience Elizabeth Okomba (5th left) and Equity Bank Kenya Head of Customer Experience & Communication Mung’ala Wavi (7th left) at the event.
- Equity Feted for Use of Technology in Improving Customer Experience;
Equity has been recognized as the second runner-up in the ‘Best Use of Technology’ Category, at the Service Excellence Awards 2024 hosted by the Institute of Customer Experience (ICX).
The Institute of Customer Experience Kenya (ICX) Service Excellence Awards, established in 2014, recognizes and celebrates each year the outstanding achievements of in customer experience sphere. The Awards reflect the level of competitive services offered in the Kenyan customer experience industry.
The judging panel recognized Equity Bank for its commitment to leveraging technology to enhance customer experience and satisfaction.
The bank’s innovative use of technology positions it as a leader in digital banking within Kenya’s financial industry.
The judges further noted that Equity’s achievement underscores its dedication to continuously aligning its digital offerings to meet evolving customer needs and align with broader Customer Experience (CX) goals.
Commenting on the recognition, Equity Group Director of Customer Experience, Elizabeth Okomba, stated that Equity’s suite of self-care platforms—including the Equity Mobile App, Online Banking, and EazzyBiz—demonstrates a user-centered design approach, prioritizing usability enhancements and reliability.
“We are incredibly proud to be recognized for Best Use of Technology.This award validates our commitment to leveraging technology to revolutionize the customer journey, making it seamless, responsive, and innovative. Our goal is to continually elevate our service standards, ensuring that every interaction enhances customer satisfaction and fosters lasting trust. We remain dedicated to harnessing technology to anticipate and meet our customers’ ever-evolving needs,” said Okomba.
She said the platforms empower customers to independently manage their financial needs with ease, helping Equity maintain high satisfaction levels and positive user experiences.
By integrating customer insights into its digital transformation initiatives, Okomba said Equity ensures that its technological advancements are directly aligned with customer expectations, setting a new standard for tech-driven customer satisfaction in the Kenyan banking sector.
“Equity has also implemented a robust monitoring and evaluation framework for its digital and technological tools. This framework includes real-time system performance tracking and efficient issue resolution to minimize downtime. Equity’s ICT strategy places significant emphasis on audit and reporting mechanisms to ensure customer-centricity in digital services,” added Okomba.
The director noted that these mechanisms help ensure that digital processes remain aligned with the needs and expectations of users, providing transparency and accountability to foster trust. As part of its proactive approach, Equity has a comprehensive continuity and communication plan.
The bank prioritizes effective communication with customers, keeping them informed of updates or system-related issues and offering timely solutions to any disruptions.
This communication framework underscores Equity’s commitment to reliability, helping customers stay engaged and supported, even during unexpected challenges.
Additionally, Equity has launched several innovative initiatives to strengthen its customer-centric ICT strategy. These initiatives include regular system upgrades to incorporate customer feedback, enhanced cybersecurity measures to protect customer data, and the development of user-friendly, intuitive interfaces across its digital platforms.
