Nairobi, Aug. 11 -- Kenya is embracing Artificial Intelligence (AI) at remarkable speed. Banks are rolling out AI-powered assistants, telecommunications companies are automating customer support, retailers are personalising shopping experiences, while the Government continues to digitise public services.

Amid the excitement lies a fundamental risk: organisations are investing heavily in intelligent technologies while overlooking customer experience. AI is an amplifier. It enhances good experiences but can also magnify poor ones.

Over the past decade, Kenya has built one of Africa's most vibrant digital ecosystems.

According to the latest Communications Authority of Kenya (CA) Q2 2025/26 sector report, mobile penetration exceeds 130 per...