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Smartphones reshape banking as customers go mobile
Industry data shows that nearly one in three adults now uses a phone to access bank services, affirming the growing role of digital channels in extending access to formal finance across both urban and rural populations.
Rising smartphone ownership has lifted mobile banking uptake in recent years, with the share of banked Kenyans using the service growing from 25.3 percent in 2019 to 32.6 percent in 2024.
Commercial banks have expanded mobile applications and USSD platforms to keep pace with customer demand for faster and cheaper services, reducing reliance on branch visits and ATMs as the phone becomes the preferred point of contact for routine banking.
