Airtel Kenya has launched an experiential customer care hub at Sarit Centre in Nairobi. The center is 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 the telco’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, their 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 houses a showcase of their Enterprise Solutions ranging from Network as a Service, Airtel Money bulk disbursement services to Value Added Services (VAS).
The new look stores reflect their 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.
Airtel Kenya Managing Director Ashish Malhotra, said, “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.”
Airtel Kenya’s Customer Experience Director Goldermier Opiyo,“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.”
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.