NTT DATA has announced the expansion of its Salesforce capabilities in East Africa.
The announcement was made during an industry event in Nairobi. This signals to a deeper push by NTT DATA to localise its global Salesforce expertise while at the same time strengthening in-region delivery capabilities for businesses across Kenya and across East African market.
This expansion focuses on enabling organisations to manage customer data better, integrate fragmented systems and adopt AI-powered tools. The aim is to deliver more personalised and efficient customer experiences.
A key theme that emerged during the event was the growing challenge of disconnected customer data systems across organisations.
Many businesses today operate across multiple platforms, email, SMS, WhatsApp and internal systems. This usually leads to inconsistent customer experiences and limited visibility across the customer journey.
NTT DATA’s expanded Salesforce offering aims to address this by providing a more unified view of customer data. This will be done through solutions such as Agentforce Financial Services, Data 360, MuleSoft and marketing automation tools.
This allows organisations to move away from siloed operations toward integrated, real-time customer engagement, where data flows seamlessly across departments and touchpoints.
Businesses can deploy AI agents to automate workflows, manage customer interactions and support decision-making at scale through Salesforce’s Agentforce platform,
Speakers also highlighted how AI is increasingly being embedded into everyday operations, from customer service to marketing. This reduces manual processes and enables teams to focus on higher-value tasks.
NTT DATA sees Kenya as one of Africa’s most advanced digital economies, particularly in financial services and fintech innovation.
“Kenya is one of Africa’s most innovative digital markets, with a financial services sector that continues to raise the bar for customer experience and technology-led growth,” said Lauren Wortmann, Managing Director: Applications, Middle East and Africa at NTT DATA.
The company believes that increasing demand for personalised services, combined with rapid digital adoption, creates a strong opportunity for organisations to leverage platforms like Salesforce to better understand and serve their customers.
Beyond the immediate expansion, the event also highlighted Africa’s long-term growth potential as a technology market.
Nick Christodoulou, Area Vice President for Africa at Salesforce, pointed to the continent’s youthful population and accelerating digital adoption as key drivers of future demand for AI and cloud technologies.
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