Airtel Kenya has unveiled a first-of-its-kind experiential customer care hub at Sarit Centre in Nairobi, marking a major milestone in redefining customer experience through technology and innovation.
The new hub, designed to transform how customers interact with digital services, allows visitors to explore the future of connectivity through live demonstrations of Airtel’s 5G network, digital solutions, and enterprise services.
Speaking during the official opening as part of this year’s Customer Service Week celebrations, Airtel Kenya Managing Director Ashish Malhotra reaffirmed the company’s commitment to putting customers at the heart of its operations.
“Our customers are at the centre of everything we do. The facelift of our customer service shops demonstrates Airtel’s commitment to continuously invest in infrastructure, technology, and people to ensure that every interaction delivers value,” said Malhotra. “We are focused on creating experiences that are seamless, personalised, and inspiring.”
The Sarit Centre hub is part of Airtel Kenya’s broader strategy to refurbish its retail stores across the country. So far, several outlets in Nairobi and Mombasa have been revamped, featuring modern designs and enhanced customer service areas.
Each new-look store includes a live 5G zone showcasing ultra-fast download speeds, low latency, and seamless 4K video streaming. Customers can also explore Airtel’s Enterprise Solutions, such as Network as a Service, Airtel Money bulk disbursement, and Value Added Services (VAS).
Airtel Kenya’s Customer Experience Director, Goldermier Opiyo, described the transformation as a shift from traditional service to a more engaging and empowering customer experience.
“This is more than a store refresh; it is a fundamental shift in how we connect with our customers,” said Opiyo. “We are moving from simply being a place to buy a SIM or a phone to a destination where technology can empower your life.”
The launch also coincides with the start of Airtel Kenya’s Customer Service Week, celebrated under the global theme “Mission Possible”, which encourages organisations to turn challenges and customer needs into opportunities for better service.
Airtel Kenya continues to invest in customer-centric innovations, including upskilling its frontline teams to deliver expert guidance and personalised support.
The experiential hub at Sarit Centre not only underscores Airtel Kenya’s commitment to service excellence but also provides a blueprint for the next generation of retail experiences across the continent.