Driving Efficiency and Customer Experience Through Technology

In a significant move to accelerate its digital banking strategy, Absa Bank Kenya is committing up to KES 3 billion ($23.2 million) annually in technology investments. This ongoing expenditure underscores the bank’s focus on providing seamless transactions through mobile platforms and other self-service channels.

The commitment reflects a broader industry trend in Kenya where customer activity has shifted dramatically away from physical branches towards digital interfaces. According to Absa, 94% of all transactions now occur outside branches, compared with just 40–50% a decade ago.

“We’re making it easier for our customers to transact with us by continually investing in technology that enhances their experience,” stated Abdi Mohamed, Absa Kenya CEO. The bank spent KES 2.16 billion ($16.7 million) on technology in 2025 alone, demonstrating the rapid integration of digital investments into core operations.

The strategic focus aligns with Absa’s broader transformation efforts, including the appointment of Sitoyo Lopokoiyit—former M-Pesa Africa CEO—to lead its personal and private banking division. This move signals the bank’s intent to leverage mobile banking expertise in its retail business as competition from fintech firms intensifies.

The benefits of this digital push are already evident in improved operational efficiency. Absa’s cost-to-income ratio fell from 46% to 36.5% between 2024 and 2025, while other operating expenses declined by 21%. These gains contributed to a 10% increase in net profit to KES 22.9 billion ($177.3 million) for the year.

The ongoing technology investments position Absa Kenya to capitalize on growing demand for digital financial services and maintain its competitive edge in an evolving market.