During customer service week, fintech companies in Kenya, including Demulla, shifted their focus from product innovation to enhancing customer experience and financial education for their users. This year's initiatives emphasized empowerment, literacy, and responsive service to build trust and strengthen relationships in the digital finance sector.

• Demulla, a fintech in western Kenya, prioritizes client experience and has invested in education-driven strategies to help clients make informed financial decisions.
• Patricia Nalyanya, Manager for Customer Experience, PR and Branding at Demulla, stated that good customer experience means understanding client needs, transparently addressing questions, and treating them with empathy.
• Demulla's approach is anchored on three pillars: empathy, transparency, and reliability, with loan officers trained in empathy and clear communication of loan terms.
• The company integrates financial training on budgeting, record-keeping, cash flow management, and responsible borrowing directly into its customer journey.