Nairobi, March 8 -- The banking sector is experiencing increased digital adoption that has cut customer preference for physical branches to about 16.5 percent.

The Business Daily spoke to Kenya Bankers Association (KBA) chief executive Habil Olaka on investments banks are making to suit customer expectations, the emerging risks from this wave and the skill sets the sector requires for it.

Since 2018, KBA has been conducting the banking industry customer satisfaction survey. Why does it matter?

As KBA, we are at a vantage position in terms of getting general feedback from the banking public. The feedback positions us in a way that we want to ensure banks are responding to customer concerns and that their experience is improving.

To wha...