NCBA Bank Kenya has turned its spotlight on the Mt Kenya region in its latest bid to entrench a customer obsession agenda that is reshaping how the bank connects with its customers.

NCBA Kenya Managing Director James Gossip led the high-level team to Kerugoya, Karatina, Nyeri, and Nanyuki, a follow-up to a similar initiative held recently in Eldoret, Rift Valley.

The mission was simple but ambitious: sit down with customers, listen to their stories, and co-create solutions that directly address their needs across agriculture, manufacturing, medical, trade, and retail sectors.

Central Kenya region is one of the country’s economic powerhouses, with its backbone in tea, coffee, horticulture, and vibrant trading hubs hence the strategic focus by the lender.

For NCBA Bank, deepening partnerships here is not just about expanding banking services but also about fueling growth for its customers who power both local and national markets.

“Our strategy is built on being truly customer obsessed. This means sitting with our customers, listening to the constraints they face, understanding their aspirations and co-creating solutions together,” said Gossip.

The tour saw Gossip and his team visit NCBA branches, hold luncheons and dinners, and personally visit key customers operating in the agribusinesses and trade economic sectors.

By doing so, NCBA’s top leadership collected valuable feedback to refine current offerings and design future products alongside customers.

Gossip described the NCBA branches as a “goldmine of useful ideas”, noting that insights from sectors like agriculture and trade will directly influence the bank’s tailored solutions going forward.

“As a bank, our promise is to continuously engage with our customers, learn from them and to walk alongside them in their growth journeys. We are here to build solutions together and most importantly, deliver them with speed and precision,” the MD added.

This customer engagement traversing Central Kenya region is part of NCBA Bank’s broader strategy to build a brand that is distinguished by the customer experience it offers.

The approach has already seen the Tier-1 bank achieve a major milestone with the opening of its 100th branch, making its services more accessible nationwide.

By positioning customer obsession at the heart of its strategy, NCBA is creating loyal clients while cementing its role as a trusted growth partner in Kenya’s evolving economy.