For many financial institutions, digital banking is often viewed as a simple convenience for their customers. However, for NCBA, innovation in the digital space has become the core of its business strategy, fundamentally changing how everyday services are delivered. The results of this shift are clear in the bank’s full-year 2025 financial performance, which shows that over 90% of transactions are now handled through digital channels rather than traditional branches.
NCBA Group saw a 33% year-on-year increase in digital disbursements, reaching KES 1.4 trillion. This digital segment now accounts for 32% of the group’s total profitability, with a profit before tax of KES 9.0 billion. These figures highlight the success of the bank’s heavy investment in platform upgrades, data capabilities, and strategic partnerships with telecommunications providers, cementing its position as a regional leader in digital finance.
Central to this success are flagship platforms like the NCBA Mobile App and NCBA Connect, which allow customers to manage their finances at any time. Through the popular M-Shwari and Fuliza services—offered in partnership with Safaricom—the bank has reached over 30 million people. These mobile-first tools have become essential for millions, providing immediate access to credit, savings, and liquidity.
The impact on small and medium-sized enterprises (SMEs) has been equally significant. Currently, over 80% of SME transactions in key sectors are processed digitally, supported by integrations with M-Pesa, EFT, and RTGS systems. For a typical entrepreneur in a city like Nairobi, this means being able to reconcile accounts, pay suppliers, and access asset financing almost instantly. This efficiency allows business owners to spend less time on paperwork and more time focused on scaling their operations.
Individual customers are also seeing a more intuitive experience. From tracking expenses to managing loans, the bank’s interfaces are designed to be simple and user-friendly. Specifically, the Loop app has been successful in attracting a younger, tech-savvy audience, redefining what “lifestyle banking” looks like in the modern age.
As the bank grows its digital footprint, security remains a top priority. NCBA continues to invest in advanced cybersecurity, including multi-factor authentication and real-time fraud monitoring, to ensure that customer trust is never compromised for the sake of convenience. Beyond just making things easier, these mobile solutions are driving financial inclusion by bringing millions of previously underserved individuals into the formal banking system.
Looking ahead, the bank is committed to further platform enhancements and data-driven innovation. As more people embrace digital tools, NCBA remains focused on providing a frictionless and secure experience. For this institution, digital is no longer just a secondary channel; it is the very backbone of how customers interact with their money every single day.
