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 the 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.
