Paul Arithi 
Airtel Kenya MD Ashish Malhotra (R)& Nairobi West Retail Regional Manager Ruth Ndung’u (C) join customers Lazarus Simba during the launch of a first-of-its-kind experiential customer care hub at Sarit Centre in Nairobi, designed to transform customers’ retail experience
- Airtel Kenya Launches Interactive Customer Care Hubs to Transform Retail Experience by Bringing Digital Innovation to Life;
Airtel Kenya has unveiled a first-of-its-kind experiential customer care hub at Sarit Centre in Nairobi, designed to transform customers’ retail experience by allowing them to explore the future of digital connectivity firsthand.
The Sarit Centre hub aims at bringing digital services closer to customers and enabling them to engage with the latest innovations in connectivity.
Customers visiting the refurbished stores can enjoy immersive demonstrations of Airtel’s 5G capabilities, interact with digital solutions, and explore the practical benefits of Airtel’s expanding suite of services.
The new hub is part of Airtel Kenya’s ongoing refurbishment of its stores countrywide to transform its retail experience. So far, Airtel Kenya’s retail stores in Nairobi and Mombasa have been fully refurbished, giving them a new look and feel to enhance customer experience.
The stores have a dedicated showcase, featuring a live 5G zone where customers can experience ultra-fast downloads, low latency and seamless 4K video streaming.
It also house a showcase of Airtel’s Enterprise Solutions ranging from Network as a Service, Airtel Money bulk disbursement services to Value Added Services (VAS).
The new look stores reflect Airtel Africa’s core strategy of putting customers at the centre of its operations, by ensuring an exceptional experience across all network and distribution touchpoints.
In addition to physical upgrades, Airtel Kenya is investing in continuously upskilling frontline staff teams to provide knowledgeable guidance and personalised support to customers, and a consistently high-quality service experience.
Speaking at the official opening of the new customer care hub at Sarit Center in Nairobi as part of activities to mark the 2025 Customer Service Week, Airtel Kenya Managing Director Ashish Malhotra pledged the company’s continued investment in customer-centric innovations.
“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.
We are focused on creating experiences that are seamless, personalised, and inspiring,” said Mr Malhotra.
Airtel Kenya’s Customer Experience Director Goldermier Opiyo highlighted how the new hub and the refurbished stores countrywide will enhance the customer journey.
“This is more than a store refresh; it is a fundamental shift in how we connect with our customers. We are moving from simply being a place to buy a SIM or a phone to a destination where technology can empower your life.
We want every visitor to leave not just with a product, but with inspiration and a deeper understanding of what our network can do for them,” Ms Opiyo added.
The official launch of the Sarit Centre customer care hub also marks the kick-off of Airtel Kenya’s Customer Service Week celebrations.
This year, the Customer Service Week will be celebrated under the theme “Mission Possible,” inspiring organisations to adopt a purposeful mission of turning challenges and customer needs into opportunities of better service.
Airtel Kenya remains committed to better serve its customers through its continuous investment and expansion.
This experiential store underscores Airtel Kenya’s commitment to innovation, service excellence, and customer-centric growth, providing a blueprint for the next generation of retail experiences across the continent.
