NCBA Bank, Britam Holdings PLC and Jubilee Group Insurance emerged among the leading winners at the 2026 Service Excellence Awards organised by the Institute of Customer Experience Kenya (ICX Kenya). The awards, held under the theme “Going the Extra Mile,” recognised organisations that have strengthened customer experience strategies and service delivery.
According to reporting by The Star, NCBA Bank won the Best CX Strategy category. Britam Holdings PLC received the Best Social Impact & Sustainability Award. Jubilee Group Insurance secured two awards: Best Customer Communication Strategy and Best Use of Technology.
Other Financial Sector Winners
Additional financial institutions recognised at the gala included I&M Bank Kenya, which took the Best Internal Customer Experience (CX) Award. Family Bank Limited received the Customer Service (CS) Week Innovation Award. Diamond Trust Bank (DTB) won in the Best Contact Centre category.
The awards covered organisations that demonstrated measurable improvements in service design, technology use, internal culture and customer communication. ICX Kenya’s recognition process focuses on practical outcomes rather than marketing claims, with categories assessing strategy, innovation and frontline delivery.
Focus on Customer Experience as Strategy
ICX Kenya Chairman Joseph Choge said the awards serve as a platform for organisations that are raising service standards. He urged companies to treat customer experience as a core business function rather than a support activity, noting that consistent delivery builds long-term loyalty.
For Kenyan banks and insurers, the results highlight growing attention to service differentiation in a competitive market. Digital channels, contact centres and internal processes have become key areas where institutions can reduce friction for customers while managing costs. Recognition in categories such as CX strategy and technology use signals that some players are embedding these improvements into their operating models.
The theme “Going the Extra Mile” aligned with ICX Kenya’s broader Customer Service Week messaging in 2026, which encouraged organisations to move beyond basic compliance toward proactive service. For customers, the awards offer one public signal of institutions investing in measurable service improvements, though day-to-day experience ultimately determines whether those investments translate into better outcomes.
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Further details on judging criteria and the full list of winners are available through ICX Kenya. The recognition comes as financial institutions continue to compete on both product offerings and the quality of interactions across branches, mobile channels and contact centres.