ICX Kenya honours Airtel Kenya as 1st Runner Up in the Telecommunications Peoples Choice Award

ICX Kenya Chairman Joseph Choge presents Airtel Kenya with the 1st Runner Up Award in the Telecommunications Category of the Peoples Choice Awards, during the 2025 Service Excellence Awards Dinner. 

Customer experience as competitive currency

The 2025 Service Excellence Awards brought together leading organisations from banking, insurance, telecommunications and healthcare to recognise how they serve customers in a challenging economic climate. The Peoples Choice Awards, powered by Ajua, used authentic customer sentiment and data to highlight brands that customers themselves chose to celebrate based on their service experiences.

During the awards, Joseph Choge, Chairman of ICX Kenya, drew a direct line between customer focus and performance.

This framing links resilience, competitive advantage and community impact to a single practice: consistently putting customers at the centre of operations and decisions.

Why this award matters for Airtel Kenya

Airtel Kenya being named 1st Runner Up in the telecommunications category of the Peoples Choice Awards signals that customers rated their day to day experience with the network highly when asked which brands should be recognised. Because Ajua powers the Peoples Choice Awards using real customer sentiment and data, this recognition reflects everyday interactions with Airtel Kenya rather than internal scoring alone.

For a telecommunications brand, such an award indicates that investments in service quality, network reliability and customer support are visible to the people who rely on those services. It also shows that focused work on customer experience inside the organisation can translate into external validation when measured alongside other players in the same category.

Service excellence as growth strategy

The awards ran under the theme Turning Customer Experience into Profitability and Socio Economic Growth, directly connecting service excellence to business outcomes and wider development goals. This theme encourages organisations to view every interaction with customers not just as a touchpoint, but as part of how they grow revenue, build loyalty and support national progress.

Teleperformance Kenya’s contribution sits within the wider work of Teleperformance, which focuses on digital business services and integrated customer experience. In this context, the Chief Operating Officer for Teleperformance Kenya and Nigeria emphasised that companies investing in customer experience do not simply remain afloat; they grow, and experience now determines who thrives by building trust, innovating services and delivering tangible value.

By treating customer experience as a pathway to profitability and socio economic growth, the awards underline that service quality is a strategic priority rather than a cosmetic add on.

What this award signals for organisations

Judging for the Service Excellence Awards was carried out by a panel of local and global experts who examined innovation, impact, execution and customer centricity when deciding which brands to acknowledge. This structured assessment shows that service excellence is being evaluated against clear criteria, giving organisations a practical benchmark for their own customer experience work.

Airtel Kenya’s 1st Runner Up recognition in the Peoples Choice Awards reinforces the message that listening carefully to customers, improving everyday interactions and building trust can convert directly into visible recognition and long term competitive advantage. For teams working on customer experience, the award is a clear example of how consistent, customer centred effort can be noticed, measured and celebrated beyond the organisation itself, and how platforms like ICX Kenya and Ajua can turn that effort into shared proof of what good service looks like.