The Institute of Customer Experience (ICX) Kenya presented its 2026 Service Excellence Awards, recognising NCBA Bank, Britam Holdings PLC and Jubilee Group Insurance as leading performers in customer experience.
NCBA Bank secured the Best CX Strategy award, while Britam Holdings PLC was honoured with the Best Social Impact & Sustainability Award. Jubilee Group Insurance won two categories, taking the Best Customer Communication Strategy and Best Use of Technology awards.
ICX Kenya Chairman Joseph Choge said the ceremony offers a vital platform for highlighting organisations that set new benchmarks in customer experience. He added, “experience will increasingly determine how organisations compete.”
Choge urged companies to embed customer experience into their core strategies, stressing that superior service stems from deliberate effort, organisational culture and leadership focused on the customer.
Other recipients included I & M Bank Kenya for Best Internal CX, Family Bank Limited for the CS Week Innovation Award and Diamond Trust Bank for Best Contact Centre. The event was staged under the theme “Going the Extra Mile,” reflecting ICX Kenya’s long-standing aim to promote customer experience as a driver of growth and loyalty.
