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Why customer experience is the new currency in Kenya's lending sector

Patricia Nalyanya, a customer experience manager educating small business owners on matters loans. [Photos, Juliet Omelo]

In Kenya's increasingly competitive financial landscape, banks and fintechs are rapidly learning that products alone-no matter how innovative-do not guarantee sustainable growth.

The real differentiators are the experiences they provide their customers, and how effectively they educate them to use financial products responsibly and efficiently.

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