Equity Bank has been recognised as the second runner-up in the ‘Best Use of Technology’ category at the 2024 Service Excellence Awards, hosted by the Institute of Customer Experience (ICX) Kenya.

This accolade reflects the bank’s ongoing commitment to improving customer satisfaction through innovative digital services and positions Equity as a leader in tech-driven customer experience.

The bank shared its excitement about the award, stating, “Equity Bank was awarded the Best Use of Technology – Second Runner-Up at the Institute of Customer Experience Kenya (ICX) 2024 Service Excellence Awards! This recognition reflects our dedication to leveraging technology to enhance customer satisfaction and deliver seamless and innovative banking experiences.”

The award acknowledges Equity’s initiatives, which align with the ICX’s focus on honouring Kenyan institutions that excel in delivering transformative customer experiences.

Equity’s digital solutions include its Equity Mobile App, Online Banking, and EazzyBiz platforms, all designed for seamless self-service.

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Elizabeth Okomba, Equity Group Director of Customer Experience, highlighted how these innovations are crafted around customer needs.

“We are incredibly proud to be recognised for Best Use of Technology. This award validates our commitment to leveraging technology to revolutionise the customer journey, making it seamless, responsive, and innovative,” Okomba noted.

To ensure high standards, Equity has implemented real-time system monitoring and swift issue resolution frameworks within its ICT strategy.

“Equity has also implemented a robust monitoring and evaluation framework for its digital and technological tools. This framework includes real-time system performance tracking and efficient issue resolution to minimise downtime,” added Okomba.

These efforts are complemented by audit mechanisms that drive customer-centricity, and regular updates based on customer feedback, keeping the bank’s services aligned with evolving user needs.

Equity’s proactive approach includes effective communication plans that keep customers informed of updates and system matters, ensuring reliability.

With continuous upgrades, enhanced cybersecurity, and intuitive user interfaces, Equity continues to set new standards in digital banking, strengthening trust and engagement in Kenya’s financial sector.