NCBA Bank Kenya Managing Director (MD) James Gossip has reaffirmed the bank’s commitment to deepening customer relationships and expanding business opportunities in the Coast region, describing it as one of the country’s most vibrant and strategically important economic zones.
Speaking during a customer appreciation dinner held in Mombasa, Gossip said the engagement was part of NCBA’s ongoing efforts to strengthen its customer-centric growth agenda by gathering direct feedback from clients.
“Today’s event was an appreciation of our customers in the Coast region. We wanted to thank them for their support but also to hear from them about what we’re doing well and where we can improve. I was really pleased with the insights they shared on new and enhanced services they’d like to see from us,” he said.
Gossip noted that the Coast region, which accounts for about five percent of Kenya’s economy, presented immense growth potential across multiple sectors.
“Tourism has always been a major driver here, and although it suffered during the COVID-19 pandemic, it’s encouraging to see it rebounding strongly. Beyond tourism, the region is diversifying, with infrastructure improvements opening new business opportunities. With continued investment, the Coast will only grow stronger,” he observed.
He highlighted NCBA’s significant footprint in the region, with 11 of the bank’s 100 branches located along the Coast, underscoring the lender’s confidence in the area’s economic prospects.
“We’ve invested heavily in this region because we believe in its potential. Having 11 percent of our branches here reflects our long-term commitment to supporting individuals and businesses in the Coast economy,” he said.
During the interactive session, customers raised various suggestions for the bank to consider, including a call to extend financial solutions to Kenyans working on ships and cruise lines overseas.
Gossip said they received interesting feedback on cruise jobs abroad, with the retail banking director committing to engage with the group and see how NCBA could better support them.
“It’s exactly why we come out to the regions to listen and respond to our customers’ needs,” he added.
Gossip also expressed pride in the dedication of NCBA’s frontline staff, adding that customer testimonials praising their service were among the evening’s most touching moments.
“Several customers stood up just to say thank you to our branch teams. They weren’t complaining but expressing appreciation for great people and great support. That tells us we’re doing something right, and it motivates us to do even better,” he said.
Reflecting personally on his long connection to the region, Gossip shared that his first visit to Mombasa was 36 years ago while on his honeymoon.
NCBA, formed in 2019 through the merger of NIC Bank and Commercial Bank of Africa (CBA), continues to strengthen its presence across Kenya through customer-focused initiatives, strategic regional engagements, and support for emerging industries.
By Chari Suche
