On Friday 27th February 2026, the TP (Teleperformance) Kenya team hosted a breakfast round table. The focus was on ‘Reimagining customer experience through digital transformation.’ This event was hosted in partnership with ICX Kenya – the Institute of Customer Experience (CX) – Kenya.
TP has been focused on Customer Experience Management and service excellence for the past 48 years. We are genuine pioneers in improving CX globally. Events like this allow professionals to get together in person to share experience and ideas.
I personally think that there is something incredible about getting leaders together in a room and encouraging them to have honest conversations about how they see the future of CX in their business. The leaders around the table at our event were all focused on the Banking, Financial Services, and Insurance sector (BFSI).
Some of the key topics we discussed included:
• How to define the ROI of CX initiatives to senior management.
• How to build scalable solutions for companies that operate beyond borders in multiple countries.
• How to create systems that are designed to allow data to flow easily between them.
• How to build a CX environment that values people and process, but also encourages innovation.
There were dozens more questions that were discussed in depth, but in general the conversation focused on the need to explore; digital transformation, using AI in financial services, encouraging innovation, how to develop a return on investment from CX initiatives, and how to shift mindset when thinking about CX strategy. We covered a lot of ground.
This last point is really important though. Local financial service leaders already know the industry heritage and depth of experience we have here in Kenya, but many executives in the UK, US and Europe are less aware of the opportunities.
Kenya has been a mobile banking economy for almost twenty years. The launch of M-Pesa in 2007 means that the use of phones and apps in banking has always been a regular part of daily life for many young Kenyans.
This type of experience and deep insight is extremely valuable. When I talk to emerging fintech companies around the world who need advice on a customer experience strategy, I tell them how the agents in Kenya are almost certainly more familiar with the day-to-day use of mobile money than their local customer service agents. Mobile money transfers in Kenya totalled almost $68 billion in 2024.
Our experience in BFSI also means that back office BPO services can extend beyond customer service into AML and KYC activities. If you need actuarial trainees, finance graduates, or qualified accountants then all these skills are abundant in Kenya because it has long been the banking hub of East Africa.
I would like to extend a since appreciation to all those who attended the event in person. I’m looking forward to future peer conversations because these events really encourage idea sharing and create strong connections that become future partnerships.
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For more information on TP in Kenya please click here.
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