NCBA Group says digitisation, artificial intelligence, and platform modernization will define its next growth phase as the lender enters its 2026-2030 strategic cycle dubbed the “Ubuntu Strategy.” The bank says changing customer behavior, rising cyber threats, evolving regulation, and growing demand for real-time payments are reshaping the financial services sector across East Africa.
According to NCBA Group, customers increasingly expect seamless onboarding, instant loan decisions, 24-hour service availability, and consistent experiences across mobile, internet, and branch channels. The lender said this is increasing the importance of user-oriented design, data quality, and reliable digital infrastructure.
NCBA also identified artificial intelligence and advanced analytics as central to future banking operations, particularly in credit decisioning, fraud prevention, collections management, customer service, and operational productivity. The Group said the shift is also raising expectations around governance, fairness, explainability of AI systems, and data privacy requirements.
NCBA Invests Over $100 Million in Core Banking Technology
Speaking on the digital transformation progress at the Group’s PLC 66th Annual General Meeting (AGM), John Gachora said NCBA has invested more than $100 million in core banking technology upgrades since 2023. According to Gachora, the investments are already improving transaction efficiency, cyber resilience, and platform reliability across the Group’s operations. He said transaction success rates have reached 99.1 per cent, while system uptime stood at 99.5 per cent in 2025.
John Gachora added that digital channels now account for 98 per cent of all transactions processed by NCBA, including activity on mobile banking, internet banking, and ATMs. The Group’s digital business contributed 32 per cent of total profitability in 2025, generating profit before tax of KES 9 billion.
“Investments in digital platform upgrades, enhanced data capabilities and collaboration with telco partners has strengthened our position as a leading regional player in digital financial services,” said Gachora.
NCBA NOW, CarDuka and ConnectPlus Expansion Drive Digital Push
NCBA said it is rolling out the NCBA NOW mobile application across regional markets with additional capabilities including digital account opening and mobile money payments. The lender also upgraded CarDuka, its digital vehicle marketplace platform, by adding insurance products and introducing AI-powered user experience features.
At the corporate level, NCBA Group enhanced its ConnectPlus online banking platform for business and SME customers. The upgraded platform offers faster transaction processing, expanded payment options, enhanced reporting tools, liquidity management features, and integrations with other financial services systems. The bank said the continued growth of instant payments, QR ecosystems, wallet integrations, and embedded finance will favor financial institutions capable of building secure and interoperable digital payment infrastructure.
Digitisation Central to NCBA’s Regional Growth Strategy
NCBA says digitisation is now the operational backbone of the Ubuntu Strategy and will support expansion across retail banking, SME lending, asset finance, and regional operations. The Group plans to use data analytics and AI to improve product personalization and shorten turnaround times for customer onboarding and credit processing.
Specialized platforms are also expected to support growth in targeted market segments. The bank cited platforms such as CarDuka and the NCBA BOOSTA SME lending application as part of efforts to scale financing solutions without relying heavily on physical branch expansion.
NCBA added that mobile-based partnerships including M-Shwari and DigiFarm integrations are helping extend financial services to underserved and unbanked populations across East Africa. The lender also said a unified digital platform architecture across subsidiaries will help standardize product deployment, compliance monitoring, and operational execution in regional markets.
Cybersecurity, Climate Finance and Regulation Identified as Key Focus Areas
Beyond digitisation, NCBA identified cybersecurity, climate finance, and regulatory compliance as major priorities for the next five years. The Group said increasingly sophisticated fraud and cyber threats require continuous monitoring, stronger security systems, customer awareness programs, and resilient incident response frameworks.
NCBA added that part of its technology spending is being directed toward AI-driven fraud detection systems, predictive analytics, and enhanced cybersecurity protections to safeguard customer data and maintain platform stability. The lender also expects growing demand for sustainability-linked and climate financing solutions as businesses and governments accelerate green transition initiatives.
Regulators across the region are meanwhile placing more focus on consumer protection, operational resilience, anti-money laundering controls, capital standards, liquidity management, and third-party oversight. NCBA said these trends will influence how banks manage funding structures, pricing discipline, and balance sheet allocation in the coming years.
Jefferson Wachira is a writer at Africa Digest News, specializing in banking and finance trends, and their impact on African economies.