Absa Bank Kenya has unveiled two Kenya-first service innovations, the Branch on the Move and the Service Pod, in a major push to expand its national distribution network and reshape how customers access banking services.
The rollout, launched Tuesday at Junction Mall in Nairobi, is part of an expansion drive that has seen the lender open six new branches this year, bringing its total footprint to 91 branches and service centres across the country.
The new model blends mobility, technology and human engagement, a strategic shift from traditional branch-led banking to more flexible, customer-centred service delivery.
Speaking during the launch, Consumer Banking Director Moses Muthui said the future of banking lies in complementing technology with human interaction, rather than replacing it. He said customers should be engaged through the channels they prefer, not those imposed by institutions, adding that physical spaces must evolve into interactive environments where families can comfortably access advisory and transactional services.
“With each innovation, we are responding to our consumers’ needs on access to financial services, enhancing inclusion for all. Our growth in distribution channels this year is a stamp of our commitment to bring modern banking closer to communities across Kenya,” said Mr. Muthui.
That while financial inclusion is improving, Muthui believes access remains a major challenge, requiring banks to rethink how and where they meet customers.
Also Read: Why Absa Thinks Banks Must Meet MSMEs at Their Doorsteps
Consumer Network and Distribution Director Peter Mutua on the other hand said the bank is moving away from branches as purely transactional centres and repositioning them as relationship-driven hubs. He explained that the innovation is designed to shift services closer to customers at speed, especially in areas where the bank previously had no physical presence.
According to Mutua, the future of banking will rely on a deliberate balance between digital platforms and physical engagement, with a strong focus on preserving the human touch in service delivery.
Present was also Marketing and Corporate Affairs Director Mwihaki Wachira who said the new approach is anchored in emotional brand connection, with a focus on how customers experience the bank in both physical and digital spaces.
Mwihaki opined customers want seamless interactions that fit naturally into their daily lives, and that banking should be present where people live, shop, work and socialise.
Absa Bank Kenya announced plans to roll out seven additional mobile banking trucks across its operating regions and install more service pods in high-traffic malls nationwide.
According to Mwihaki, the launch is informed by a shift towards advisory-led, community-focused banking, positioning the lender to serve evolving customer needs as the industry moves towards more personalised and accessible financial services.
