As we begin 2026, it’s worth stepping back and looking at the strides that shaped the customer experience at NCBA in 2025. Through technology upgrades, expanded access, product innovation, and deeper engagement with clients, the bank positioned itself to help individuals, professionals, and businesses start the new year from a place of greater confidence and capability.
1. Expanded Reach and Accessibility
NCBA continued to broaden its physical presence, ending 2025 with 122 branches across Kenya and the wider region, including new locations that make in‑person support more accessible to customers. This expansion complements the bank’s digital offerings, ensuring that both traditional and tech‑savvy customers can access tailored services. Through this network, NCBA has been able to bring financial services closer to communities and reduce friction for customers who value face‑to‑face engagement.
2. Digital Innovation
Digital channels were a huge focus in 2025, and the results are measurable.
NCBA officially launched ConnectPlus, the upgraded online corporate banking platform, designed to simplify and accelerate financial operations for businesses through a seamless, secure, and highly responsive digital experience. It was adopted by more than 90% of active clients, enabling faster transactions, expanded payment options, and improved liquidity management; all designed to make business banking smoother and more efficient.
These digital improvements didn’t just modernize the brand, they reduced the everyday friction customers often face when running business operations.
3. New Investment Products That Expanded Customer Choice
In 2025, NCBA also deepened its offering on the investment side through NCBA Investment Bank, which launched offshore investment solutions, giving customers structured access to global opportunities.
These solutions allow investors to diversify across geographies, currencies, and asset classes while remaining within a regulated, professionally managed framework. By expanding investment choice in this way, NCBA strengthened its value proposition not just as a bank, but as a long-term wealth partner, helping customers enter 2026 with broader options and better-aligned portfolios.
4. Smarter Asset Finance Solutions
One of NCBA’s areas of market leadership is Asset Finance, and in 2025 it continued to innovate for customers:
The PSV financing proposition was revamped to offer up to 90% financing, now bundled with digital tools like Komiut, which helps transport operators manage revenue more securely and efficiently.
To support this, strategic agreements with partners like Mobikey, Car & General, and CFAO Mobility (Loxea) were made to broaden financing options, including support for electric vehicles such as the BYD Shark 6 plug‑in hybrid pickup. These moves make the bank’s asset finance offerings more diverse and aligned with evolving needs.
5. Customer‑Focused Product Adjustments
To ease the customer experience further, NCBA introduced cost‑friendly measures:
The bank cut its base lending rate five times in 2025, bringing it to 13.27%, making loans more affordable for borrowers.
Ongoing waivers of monthly account maintenance fees in Kenya and Rwanda lowered barriers to everyday banking and supported customer retention through periods of economic adjustment.
Such customer‑centric changes ease the burden of fees and borrowing costs, directly enhancing the everyday banking experience.
6. Engagement, Recognition, and Relationships That Go Beyond Banking
To enhance customer experience in 2025, NCBA invested heavily in meaningful engagement and recognition, reinforcing relationships across different customer segments.
For affluent and priority customers, the bank hosted curated dinners and exclusive forums, creating spaces for conversation, insight-sharing, and relationship building beyond transactional banking.
At the industry level, NCBA continued to anchor recognition through platforms such as the Johari Awards, now in their 19th year. These awards celebrate excellence among motor vehicle dealers and insurance brokers, acknowledging the partners who drive growth within Kenya’s asset finance ecosystem.
The bank also maintained a strong on-the-ground presence through regional customer engagement tours across the country. Senior leadership met customers in key economic hubs, listening directly to their challenges, aspirations, and feedback. These engagements ensured that solutions were shaped by lived realities.
Together, these initiatives reinforced a simple but powerful message: NCBA’s customer experience is built on relationships, recognition, and relevance, not just service delivery.
What This Means for 2026
All of these developments culminate in a banking experience that is more modern, accessible, and adaptable to personal and business needs. As 2026 unfolds, individuals and enterprises alike will benefit from easier access to a range of financial solutions and closer relationships with a bank with its customers in mind.
By focusing on innovation and customer experience in 2025, NCBA has set the stage for a year where individuals, professionals, and businesses can start stronger, plan more confidently, and adapt more fluidly to changing financial realities.
