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Why Kenya's AI ambitions will fail if we ignore customer experience
Kenya has every reason to be ambitious about AI. But the winners will not simply be those with the smartest technology. They will be organisations that make technology feel effortless, human and trustworthy.
Kenya is embracing Artificial Intelligence (AI) at remarkable speed. Banks are rolling out AI-powered assistants, telecommunications companies are automating customer support, retailers are personalising shopping experiences, while the Government continues to digitise public services.
Amid the excitement lies a fundamental risk: organisations are investing heavily in intelligent technologies while overlooking customer experience. AI is an amplifier. It enhances good experiences but can also magnify poor ones.
