NCBA Bank has launched two new digital banking platforms  NCBA Now for retail customers and NCBA Connect Plus for businesses—in a move aimed at improving customer experience, enhancing efficiency, and accelerating the bank’s digital transformation journey.

The launch, attended by customers, business partners, members of the media, and bank executives, marked a significant milestone in NCBA’s strategy to offer secure, convenient, and customer-centered financial services.

Speaking during the launch, NCBA Managing Director Maurice Okrindi said the bank had deliberately invested time in redesigning its digital banking services after listening to customer feedback and understanding how business needs have evolved.

“We did not want to build digital platforms simply because everyone else had one. We wanted to develop solutions that genuinely solve our customers’ challenges and respond to the way businesses operate today,” Okrindi said.

He acknowledged that some customers had previously experienced challenges with the bank’s digital channels, leading to frustration and, in some cases, prompting them to move to other financial institutions.

“We know that in the past some customers were disappointed because our digital channels did not perform as expected. Today, we are asking them to give us another chance. Try the new platforms, tell us what you think, and continue giving us feedback so that we can keep improving,” he said.

According to Okrindi, banking is no longer defined by the number of branches or ATMs a bank operates. Instead, competition is increasingly based on speed, convenience, efficiency, security, and the overall customer experience.

The newly launched NCBA Now platform enables retail customers to manage accounts, transfer funds between banks and mobile wallets, make payments, and access other banking services through a single application. Future upgrades will allow customers to open accounts digitally, access loans without visiting a branch, and enjoy additional self-service features.

For businesses, NCBA Connect Plus introduces advanced financial management tools, including real-time account monitoring, customized approval workflows, transaction controls, and remote authorization capabilities. Company executives and finance teams can approve transactions securely from different parts of the world without the need to visit a branch.

“This allows businesses to focus less on administrative processes and more on growing their operations,” Okrindi noted.

Despite the rapid digital transformation, the Managing Director emphasized that NCBA has no intention of closing its physical branches.

“Our branches are evolving rather than disappearing. Instead of being primarily cash transaction centers, they will become advisory centers where customers receive financial guidance and business support while routine transactions are handled digitally,” he explained.

Cybersecurity emerged as another key theme during the launch.

NCBA’s Head of Information Security and Data Protection, Sam, assured customers that security had been integrated into every stage of developing the new platforms.

“We adopted a Security and Privacy by Design approach. Every feature and every integration was developed with cybersecurity and customer privacy as core requirements,” he said.

He revealed that the platforms incorporate several advanced security measures, including two-factor authentication, biometric login through fingerprint or facial recognition, end-to-end encryption, and device registration that limits access to one approved device unless additional verification is completed.

The bank also confirmed that it complies with national data protection regulations and has implemented strict governance measures to safeguard customer information.

Responding to questions from journalists about customer data, Okrindi stressed that personalization features are intended solely to improve the user experience rather than generate commercial gains from customer behavior.

“The spending data we analyze is used to provide customers with better financial insights and, where appropriate, to help us pre-approve suitable credit products. Location data simply helps customers find the nearest branch or ATM. We do not monetize customer data,” he explained.

He added that customers retain control over their privacy settings and can opt out of personalized features in accordance with applicable data protection regulations.

Journalists also questioned whether the bank’s digital strategy would exclude customers in rural areas who rely on USSD and agency banking.

NCBA officials clarified that financial inclusion remains central to the bank’s strategy. Customers will continue accessing services through multiple channels, including USSD, agency banking, physical branches, and the bank’s partnership with eKash, enabling transfers between bank accounts, Airtel Money, MTN Mobile Money, and other payment networks.

One of the event’s highlights was a testimony from customer Moses Odui, whose organization has been piloting NCBA Connect for the past three months.

“Our experience has been fantastic,” Odui said. “The platform is simple to use, well organized, and requires very little training. The biggest improvement has been the transaction approval process. Previously, approvals depended on constant follow-up. Now the workflow is automated, making our operations much more efficient.”

As NCBA rolls out the platforms to more customers, the bank says customer feedback will remain essential in refining future improvements.

We are building these platforms together with our customers,” Okrindi concluded. “Technology continues to evolve, and so will we. Our commitment is to deliver a world-class digital banking experience that meets the changing needs of individuals and businesses across the region.

By:Florence Uwamaliya