NCBA Bank, Britam Holdings PLC and Jubilee Group Insurance were among the top performers recognised for excellence in customer experience at the 2026 Service Excellence Awards hosted by the Institute of Customer Experience (ICX) Kenya.
The awards celebrated organisations and individuals demonstrating exceptional commitment to customer-centricity, innovation, service delivery and the continuous improvement of customer experiences across Kenya.
NCBA Bank emerged the winner in the Best CX Strategy category, while Britam Holdings PLC took home the Best Social Impact & Sustainability Award. Jubilee Group Insurance secured two awards, emerging the winner in both Best Customer Communication Strategy and Best Use of Technology categories.
Speaking during the awards gala, ICX Kenya Chairman, Joseph Choge, said the awards provide an important platform for recognising organisations and individuals who are setting benchmarks and raising the standards of customer experience.
“Across both the public and private sectors, we are entering a period where experience will increasingly determine how organisations compete and how citizens and customers choose where to place their trust. While technology continues to provide powerful new opportunities, lasting value will come from organisations that genuinely understand people, solve real problems and consistently deliver meaningful, human-centred experiences,” said Mr Choge.
He further called on organisations to make customer experience an integral part of their business strategies, noting that exceptional service is built through intentional effort, organisational culture, leadership and a consistent commitment to putting customers first.
Other notable winners included I&M Bank Kenya, which received the Best Internal CX Award; Family Bank Limited, which won the CS Week Innovation Award; and Diamond Trust Bank, which emerged the winner in the Best Contact Centre category.
The 2026 awards were held under the theme “Going the Extra Mile,” which underscored the importance of exceeding customer expectations and creating memorable experiences through consistent service delivery.
The awards also build on ICX Kenya's longstanding commitment to championing customer experience as a critical driver of business growth, customer loyalty and organisational success.
