As Africa rapidly embraces digital transformation, Safaricom has reaffirmed its commitment to protecting customer data while driving innovation through technology and partnerships.
Speaking during the Kenya Data Festival 2026 held in Nairobi from June 2 to 5 under the theme “Powering Resilience, Innovation and Partnership through Data and Technology,” Safaricom’s Head of Customer Privacy and Data Protection, Sharon Holi, highlighted the company’s efforts to maintain customer trust in an increasingly data-driven world.
She said customer trust remains central to Safaricom’s operations, adding that the company has invested heavily in privacy-by-design systems, internal policies, and technical safeguards to ensure customer information remains protected.
“You have to have a very strong foundation in our policies and in our privacy by design,” she said. “We make sure we have all the controls built into everything that we do at Safaricom. It is in how we work, how we interact with each other, and how we process, share and store our data.”
She noted that Safaricom not only relies on legal safeguards but also implements technical controls and continuous training for employees, partners, dealers, and agents handling customer information across its ecosystem.
Addressing growing concerns around privacy, Holi said customers frequently seek reassurance about the safety of their personal information, including phone numbers, identification details, and transaction records.
“One of the things customers ask us is, ‘Are you sure you’re keeping it safe?’” she said. “What we do is ensure strong technical controls, data minimization, and strict anonymization measures so that no unauthorized person can access customer information.”
She added that Safaricom continues to strengthen its systems to prevent misuse of customer data while ensuring secure storage and processing practices.
Employee awareness, she said, also plays a critical role in safeguarding personal information within large organizations.
“Employee awareness is a big part,” Holi explained. “We make it fun through mandatory online training, interactive sessions, games, quizzes, and prizes. You actually cannot continue working unless you pass the privacy exam at Safaricom.”
During the festival, discussions also focused on a newly signed Memorandum of Understanding (MOU) between Safaricom and the Kenya National Bureau of Statistics (KNBS), aimed at strengthening data sharing for national development while safeguarding privacy.
Holi explained that the agreement seeks to support high-level statistical analysis without exposing individual identities.
“Any data used for statistical purposes is protected under the Data Protection Act,” she said. “Your name and phone number will not be there. What will be available is broad analytics that help inform development decisions at both county and national levels.”
Looking ahead, Holi said Africa must prepare for a future where citizens become increasingly aware of their digital rights and demand stronger accountability from institutions handling personal information.
“Africa is a very vibrant market. People know their rights,” she said. “Everyone must participate in securing data, reassuring customers, and strengthening the controls we have in place to keep data safe.”
The Kenya Data Festival 2026 brought together policymakers, technology experts, development organizations, and private sector leaders from across the world to discuss how data and technology can strengthen resilience, innovation, and inclusive development across Africa.
