Audio By Vocalize
Across Kenya, everyday life moves at the speed of a notification. A father in Nairobi sends money to his daughter at a University in Eldoret. A trader in Gikomba transfers money from their mobile wallet to restock for the day. A commuter pays for a ride with a tap on their phone.
This shift is not merely technological. It reflects a fundamental change in how individuals and businesses expect financial services to work; fast and on demand.
According to McKinsey, roughly 73 per cent of all interactions with banks globally are now conducted via digital channels. Recent data from the Kenya Bankers Association shows that more than half of the industry’s customers now prefer self-service channels such as mobile and internet banking. This preference reflects something deeper than technology adoption. It denotes convenience and efficiency.
Today’s customers compare banking experiences not just to other banks, but to the most intuitive digital platforms they use, from ride-hailing apps to e-commerce marketplaces and streaming services. They expect immediacy, simplicity, round-the-clock availability and most importantly, for financial services to integrate seamlessly into their everyday lives.
