Safaricom’s Milestone Year Delivers Stronger Customer Experience
Safaricom CEO Peter Ndegwa speaking during the half-year financial results briefing in Nairobi on November 6, 2025.
Safaricom has reported strong half-year results on Thursday, with executives highlighting improved customer experience, expanded digital services and accelerated adoption of AI-powered systems across its operations in Kenya and Ethiopia.
Speaking during the release of the results in Nairobi, CEO Peter Ndegwa said the company’s performance reflects disciplined execution and a deepened focus on customer needs as economic conditions shift. He noted that AI is increasingly shaping how Safaricom interacts with customers and secures its digital platforms.
“We use AI to make customer interactions seamless through AI chatbots, delivering experiences and resolving customer issues faster,” he said.
Ndegwa said AI-driven fraud detection has already transformed the safety of digital transactions. “We have seen a huge reduction in fraud incidents,” he said, citing models such as identity-theft detection and social-engineering prevention. He added that these tools reinforce the company’s commitment to offering “safe and secure digital and financial services.”
Safaricom has also enhanced its digital financial architecture with FinTech 2.0, a cloud-native platform designed to improve reliability and support product innovation. Ndegwa described it as a core enabler of future customer experience, noting its role in strengthening resilience, capacity and real-time monitoring of financial services.
Also speaking, CFO Dilip Pal said the financial results demonstrate strong momentum, supported by double-digit growth in M-Pesa and mobile data.
“In summary, we have recorded strong growth on key financial metrics,” he said. He added that “the underlying health of the business is solid,” as Safaricom Kenya begins implementing its five-year FY30 strategy. Pal noted that investments in technology, including the rollout of AI-supported systems, continue to improve service availability and customer value.
Chairman Adil Khawaja said the company’s strategic direction remains anchored on technology and customer impact. He reaffirmed the board’s confidence in management, saying,
“We have now embarked on our next strategic phase with the ambition of becoming Africa’s leading purpose-led technology company by 2070.” Khawaja added that Safaricom’s mandate “goes beyond connecting people. It’s about connecting them to opportunities.”
Across Kenya, Safaricom has increased smartphone accessibility, expanded its 4G+ footprint and introduced more segmented offers tailored to evolving customer needs. In Ethiopia, the business continued to grow its user base despite a tough macroeconomic environment, supported by nearly 3,300 sites and rising data usage.
Ndegwa said the company will maintain its customer-centric focus as it deepens digital services and scales AI across the network, operations and financial services. “We are anchored in purpose, driving sustainable growth and positive change in Kenya, in Ethiopia and beyond,” he said.
Safaricom says improvements in service quality, fraud prevention, digital access and product innovation will continue shaping its next phase of growth as it strengthens its regional footprint and deepens customer value.
