One of the key pillars of the Kenya Banking
Sector Charter issued in 2019 by the Central
Bank of Kenya (CBK) was a keen focus on
customer centricity1.
• The Kenyan banking sector is renowned for
its uptake of technology to meet customer
expectations for “anytime anywhere” financial
services, and to drive efficiency gains.
• As part of aligning to the Charter, the sector has
witnessed the diversification of products tailormade
to meet the ever-changing customer
needs while improving the competitive edge of
the institutions.

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