#9
I&M Bank
I&M Bank stands as a pioneering force in the region’s financial landscape, redefining customer-centricity in an era dominated by digital transformation. Through personalised services, smart technology, micro, small and medium size enterprise (MSME) empowerment, and accessible financial tools, I&M Bank has built a reputation for putting customer needs at the center of its strategic decisions – earning not just market share, but trust.
At the core of I&M Bank’s customer-centric model is its robust investment in digital banking. The I&M On The Go (OTG) platform offers tailored online banking for both individual and business customers. With separate portals for OTG Personal and OTG Business, I&M Bank ensures that user experience is specific, intuitive, and aligned with customer expectations. The bank’s mobile app, I&M Bank OTG (Personal) KE, simplifies onboarding, allowing customers to open personal or solo business accounts directly from their phones – an essential feature for the modern, mobile-first customer.
Further strengthening digital convenience is the bank’s seamless integration with mobile money platforms like M-PESA and Airtel Money, evidenced through the flagship #NiSareKabisa initiative. This campaign not only allows customers to move money freely between their bank accounts and mobile wallets at no cost, but it also demonstrates I&M’s commitment to lowering barriers to access – especially for low-income earners and micro-entrepreneurs.
In April 2024, I&M Bank extended the ‘Ni Sare’ proposition to MSMEs through Solo Biz, marking a game-changing shift in how the bank serves small business owners. The result was a staggering 270 percent growth in MSME customer acquisition since December 2023. This achievement reflects not just marketing success, but a strategic focus on bridging the financing gap for MSMEs, particularly those operating in informal and underserved areas.
The bank’s ability to design last-mile solutions has significantly improved accessibility for entrepreneurs, contributing to broader financial inclusion. Whether it’s low-cost transactions, flexible onboarding, or mobile-first account management, I&M Bank is providing tools that make business banking not just possible – but easy.
I&M Bank’s dedication to serving a broad range of customers is evident in its product diversity. From prepaid cards in both local and international currencies for travellers and online shoppers, to foreign exchange and fixed deposit options that allow clients to grow and manage their wealth, every offering is tailored for convenience, security, and flexibility.
Investment-minded clients can benefit from the I&M Capital Wealth Fund, an open-ended mutual fund that focuses on short-term fixed income securities. The provision of an accessible entry point into the investment space empowers customers to take control of their financial future – regardless of income level or investment experience. For borrowers, tools like the Loan Calculator make financial planning transparent and empowering. Customers can estimate repayments before committing, reinforcing trust and promoting informed decision-making.
Accessibility and clarity are defining traits of I&M’s approach to service. The bank offers multiple customer touch points, including in-person support at branches, a dedicated customer care line, and responsive email communication. The visibility of information – such as tariff guides, travel insurance details, and security protocols – on the website signals I&M’s commitment to transparency and financial literacy.
Even seemingly small but thoughtful details like a privacy notice, cookie management settings, and data protection disclosures reinforce the bank’s respect for customer autonomy and trust – key pillars of modern banking.
The bank’s customer-first approach has had a direct impact on performance resulting in a 14 percent improvement in brand awareness, from 20 percent to 34 percent in recent years. This points to the bank’s success in becoming not just more visible, but more relevant. This growth has been anchored in a relentless focus on customer needs and a willingness to invest in solutions that genuinely make banking easier and more valuable.
For instance, I&M Bank Kenya has doubled down on its iMara 3.0 strategy – focusing on digital transformation, operational efficiency, and most importantly, customer centricity. This approach is rooted in building a distinctly Kenyan brand that resonates with the realities and aspirations of the people it serves. In the words of the bank’s leadership, “Our growth has been achieved while maintaining a strong focus on customer centricity, as reflected in our consistent Net Promoter Score (NPS) of over 70 percent throughout 2024.” This metric is no small feat; it reflects sustained customer satisfaction and loyalty over time.
In increasing its footprint, I&M Bank Kenya marked a major milestone in its growth trajectory in April 2025 with the official opening of new branch outlets in Bungoma, Kakamega and Kericho. The move to increase its footprint into the heart of the Western region of Kenya is both strategic as well as a reaffirmation of I&M Bank’s promise to be where its customers are. According to a posting on LinkedIn by I&M’s Marketing and Communications team, every additional branch is not just opening doors, I&M is opening possibilities for individuals, businesses and communities, a way of thanking the customers for walking the journey with I&M Bank.
At the recent Think Business Africa Awards 2025, I&M Bank was honoured across multiple categories, including:
- Best Bank in Retail Banking
- Best Bank in Product Marketing
- Best Bank in Product Innovation
- Recognition for Best Bank with Financial Literacy Programs. These awards are in addition to four other 1st Runner-Ups and two 2nd Runner-Ups awards in Sustainable CSR, Trade Finance, Digital Banking and Internet Banking and Mobile Banking respectively.
I&M Bank is redefining what it means to be truly customer-focused – not just in Kenya under the leadership of CEO Gul Khan, but across the broader East African region where Regional CEO Kihara Maina oversees market growth and digital foot-prints in the East African region spanning Kenya, Tanzania, Rwanda, Uganda, and Mauritius.
