Imagine a world where your service provider not only meets your needs but anticipates them, where every interaction feels personal, and every reward is designed just for you. That’s the vision behind Safaricom’s latest innovation—Emerald, a premium customer engagement platform designed to offer seamless connectivity, priority support, and exclusive benefits across Safaricom’s key products and services. It’s all about unlocking more—more convenience, more excellence, and more possibilities.
At a dazzling launch on Saturday evening at the Karen Country Club Grounds, Safaricom CEO, Dr. Peter Ndegwa, C.B.S., introduced Emerald as more than just another loyalty program—it’s a movement. “Emerald is a commitment to celebrating our customers’ journeys and ensuring we meet their needs at every step,” he affirmed.
The launch event was nothing short of spectacular, with a distinguished guest list of industry CEOs, media personalities, artists, corporate players etc. Set against an ambiance of elegance, the evening exuded exclusivity, with attendees embracing the chic African-themed dress code. The event was a true reflection of Safaricom’s commitment to premium experiences, blending innovation with sophistication in an unforgettable celebration.
At the core of Emerald is an understanding that modern consumers value more than just connectivity—they seek efficiency, exclusivity, and ease in their daily lives. Fawzia Ali, Safaricom’s Chief Consumer Business Officer, emphasized that technology is being harnessed to save customers’ time and enhance their experiences. “We’re curating valuable moments while ensuring purpose remains at the heart of everything we do,” she shared. Customers will also gain access to invitations to high-profile networking and lifestyle events. She further noted that Safaricom has significantly enhanced network coverage in key areas, upgraded to 5G to provide a superior experience at home, and revamped Home Fibre plans to better meet customers’ needs.
Esther Waititu, Chief Financial Services Officer, further highlighted how Emerald takes customer engagement to the next level. “This platform is about making customers feel heard, seen, and valued in a way that’s never been done before. We’re not just offering services—we’re creating experiences that truly resonate.”
The launch of Emerald marks a defining moment in how Safaricom interacts with its customers. With an emphasis on deepening customer relationships, Emerald is built on three key pillars:
Engagements that transform interactions – Elevating customer service to a personalized, rewarding experience.
Technology that anticipates customer needs – Ensuring seamless and intuitive interactions.
Experiences that resonate with their lifestyles – Crafting meaningful moments beyond transactions.
Adding to the futuristic ambiance during the event, robots roamed the venue, seamlessly interacting with guests and elevating the high-tech atmosphere. The Moët & Chandon bar became an instant highlight, where a sleek, automated bartender served drinks with precision—because nothing says luxury quite like being handed a glass of bubbly by a robot.
