NAIROBI, Kenya June 17 – Kenya’s tourism industry is leading in digital adoption, latest Central Bank of Kenya (CBK) Market Perceptions Survey shows.
Among sectors, tourism, hotels, and restaurants recorded the highest level of technology integration at 18.9 percent, ahead of Professional Services (14.9 percent) and Financial Services (13.5 percent).
The survey, conducted between May 4 and May 22, 2026, found that 82 percent of firms had adopted technology, automation, or digitization initiatives over the past 12 months, while 82 percent reported significant automation efforts.
Wholesale and retail trade, manufacturing, and agriculture each accounted for 10.8 percent, followed by ICT and telecommunications at 6.8 percent, other sectors at 4.1 percent, and healthcare/pharmaceuticals at 2.7 percent.
The findings shows how businesses are increasingly turning to digital solutions to streamline operations, improve customer experience, and enhance decision-making amid growing competition and changing consumer preferences.
“Most firms reported adopting technology and automation over the past 12 months to enhance operational efficiency.”
“These efforts have improved productivity, decision-making speed, operational resilience, and competitiveness.”
According to the survey, firms invested in a range of technologies including enterprise resource planning (ERP) systems that integrate core business functions, process automation tools, artificial intelligence applications, digital compliance platforms such as e-TIMS and e-Government procurement systems, data analytics for real-time business insights, and digital sales and marketing solutions.
For tourism operators, the increased adoption of technology reflects the industry’s continued recovery and transformation following years of disruption.
Hotels, restaurants, and travel businesses have increasingly embraced online booking systems, automated customer service tools, digital payment platforms, and data-driven marketing strategies to attract and retain customers.
Financial institutions, professional service firms, and retailers have also accelerated digital transformation efforts to improve efficiency and respond to evolving customer demands.
CEOs, however, cited workforce resistance to digitization, difficulties integrating new systems with existing operations, skills shortages, and budget constraints as key obstacles slowing adoption.
Businesses also pointed to the high costs associated with acquiring, implementing, and maintaining digital systems, as well as the need for continuous staff training and capacity building.
Cybersecurity threats and data privacy concerns remain significant risks as firms become increasingly dependent on digital platforms.
In addition, respondents noted that power outages and unreliable internet connectivity continue to undermine some of the efficiency gains expected from automation investments.
