Maximise benchmarking for sustainability implementation

Peter Drucker is quoted to have said, ‘Being at least as good as the leader is a prerequisite to being competitive’. His statement strikes at one of the foundational principles of performance management.

The lowest quality aspect of being competitive is employing benchmarking. It remains a time-tested strategy for organisations and investors when assessing and managing performance.

As organisations implement their sustainability strategy-to-reporting, they must apply this same principle.

While the sustainability journey will differ and requires tailoring to suit the context of each organisation, there are many opportunities for benchmarking that they must leverage to assess the reasonableness of their outcomes and hold themselves accountable.

Benchmarking is also being embraced by sustainability reporting standards, such as the International Sustainability Standards Board, which is responsible for issuing the IFRS Sustainability Disclosure Standards.

Therefore, organisations need to extend the use of benchmarking, a fairly familiar concept, to their sustainability universe.

Some of the areas where benchmarking can provide insights to organisations on their sustainability journey include the following.

The materiality process is a building block for sustainability and sustainability reporting. Organisations should apply benchmarking to this process to enrich their analysis of material sustainability risks and opportunities that affect their industry and competitors.

They can also use it to assess the reasonableness of their materiality process outcomes relative to peers in the market. This process will provide management with valuable insights for continuous improvement. Another important aspect often overlooked when benchmarking is sustainability reporting. The reporting maturity journey for organisations requires the use of benchmarking to not only set ambition but also drive performance.

The benchmarking exercise does not require a report that is better overall, but rather one that incorporates best-in-class practices in specific sections.

Therefore, the goal is to seek out peers who have demonstrated a maturity in specific reporting aspects and use that to enrich and drive improvements in an organisation’s own reporting or process.

Other opportunities for applying benchmarking along the sustainability journey include technology, governance, and risk management. Organisations should encourage the use of benchmarking across their sustainability work streams where relevant.

Benchmarking is a valuable external perspective that organisations can apply when validating and monitoring performance and outcomes.

Betting tax income projected to double despite slashed rates

Tax collections from betting are expected to more than double in the current financial year to June 2026, despite policy shifts through the Finance Act 2025 that slashed the excise duty on wagered amounts and withholding on winnings to five percent.

Parliament Budget Office (PBO) -which advises lawmakers on economic and budget affairs-projects collections of betting taxes to climb to Sh11.4 billion a year, from Sh5.4 billion as the State nets a windfall from changes in the applicable levies on gambling.

AI deception: Criminals now eye face biometric, e-signatures

Cybercriminals are shifting from stealing passwords to targeting biometric and identity data using artificial intelligence (AI) tools, a new global cybersecurity report warns, raising concerns over rising exposure among Kenyan users and businesses.

In the report, cybersecurity firm Kaspersky says AI is transforming traditional phishing attacks into highly sophisticated operations that now seek to capture immutable personal identifiers such as faces, voices, and handwritten signatures.

The firm says it detected and blocked over 142 million phishing link clicks worldwide during the three months to June 2025, which marked a 3.3 percent rise from the previous quarter. During the period, the report notes, Africa recorded a sharper 25.7 percent rise, driven by the spread of AI-generated scams and fake websites exploiting local trust platforms.

The findings come to the fore just weeks after a deepfake video of former Prime Minister Raila Odinga endorsing a fake cryptocurrency circulated online through his compromised X account, underscoring how AI-driven deception is gaining entry into Kenya’s digital ecosystem.

According to Kaspersky, attackers are now developing fraudulent sites that mimic legitimate platforms and request users to grant smartphone camera access under the pretext of account verification.

The sites then capture facial identifiers or signatures, which can be used for unauthorised access to sensitive portals such as financial and government accounts.

‘Attackers are no longer focused on stealing passwords; they’re targeting biometric data and signatures, which cannot be changed once compromised,’ Kaspersky notes in the report.

The firm warns that AI is enabling criminals to create phishing messages, emails, and websites that are virtually indistinguishable from legitimate communication. Large language models (LLMs) are being used to eliminate grammatical and visual cues that once made scams easy to detect, while AI-driven bots on messaging apps like Telegram now impersonate real people to build trust before stealing data.

Kaspersky further highlights a growing trend of voice cloning and deepfake videos being used to impersonate officials or executives, with scammers using AI-generated voices to call victims while posing as official staff and tricking them into revealing one-time passcodes for fraudulent transactions.

In Kenya, where mobile money and digital identity systems underpin most financial activity, such attacks are poised to have a significant impact. Institutions ranging from banks, telcos, and government agencies have increasingly integrated biometric verification, from fingerprints to facial recognition, into daily transactions and service access.

The use of biometric data across platforms such as M-Pesa, eCitizen, and other Huduma services means that once such identifiers are compromised, users have little recourse to recover their digital identity.

AI and cybersecurity thought leader Anthony Muiyuro says biometric data such as fingerprints, facial patterns and voiceprints are emerging as a new attractive target for threat actors due to their unique and permanent nature, meaning they cannot be reset once compromised unlike passwords or PINs.

According to Mr Muiyuro, Kenya’s vibrant digital ecosystem presents a larger attack surface, especially during a phase where many authentication systems are now integrating facial recognition or voice verification for faster onboarding.

‘The real risk lies in over reliance on a single biometric layer without complementary controls. Cybercriminals exploiting AI can create digital twins of individuals to gain unauthorised access, execute fraudulent transactions, or compromise digital identities at scale,’ he says.

‘To mitigate this, local platforms must adopt AI for defense, leveraging behavioural biometrics, continuous authentication, and adaptive risk scoring to detect impersonation attempts in real time.’

Analysts have in the past singled out the country’s fast adoption of fintech services, coupled with low public awareness of AI-enabled scams, as the chief factors that would make Kenya a prime target for these new forms of phishing.

Kaspersky’s report also details how attackers are using legitimate services such as Telegram’s Telegraph publishing tool and Google Translate’s page translation feature to host or disguise phishing pages.

By using URLs resembling official domains, for example, links ending with ‘translate.goog’, criminals can evade browser and email security filters.

AI-powered tools are further allowing scammers to automate the creation of fake websites that closely resemble corporate or government portals.

Some of these clones are capable of collecting data, generating sign-in forms, and integrating CAPTCHA technology to appear authentic, extending the lifespan of phishing campaigns before detection.

The shift from password theft to biometric and signature harvesting marks a critical turning point, as this data is considered permanent and can be reused indefinitely once leaked. Attackers are reportedly targeting platforms such as electronic document signing services and digital onboarding tools used by financial institutions, posing both reputational and financial risks.

Kaspersky attributes this shift to the increasing effectiveness of two-factor authentication (2FA), which has forced cybercriminals to seek alternative entry points. By acquiring biometric or handwritten signature data, attackers can bypass or supplement 2FA mechanisms entirely.

The report urges users to exercise caution when granting camera or microphone permissions on websites or apps and to treat unsolicited requests for verification as potential phishing attempts.

Businesses, on the other hand, are advised to limit the use of biometric authentication for low-risk processes and enhance monitoring of third-party app integrations.

Arthur Oginga, the CEO who’s mastering the art of a quiet life

Arthur Oginga, the Group CEO of Old Mutual East Africa, is not a big fan of interviews. He prefers to live a quiet, private life, which can be tricky for someone in the public eye. He is not a recluse, though.

He just enjoys spending time reflecting, sometimes alone in his garden, other times with friends, in that same garden that looks out over a forest. He is simply taking time to slow down and enjoy life.

Kestrel Capital founder Charles Field-Marsham is passing the baton to Kenyan owners

Charles Field-Marsham, the taekwondo black belt holder, has just delivered a spinning back kick – figuratively speaking.

The top finishing move sees him handover a 30-year stock brokerage, founded in the depths of Kenya’s political and economic turmoil, to a new group of local investors.

Court erases Haco’s Sh15m refund to Doshi in Bic pens row

The Court of Appeal has set aside a High Court order directing Haco Industries Limited to refund Mombasa-based tycoon Ashok Doshi Sh15 million that he paid 24 years ago in exchange for non-prosecution over the sale of counterfeit Bic ballpoint pens.

The three-judge bench, comprising Justices Francis Tuiyott, Imaana Laibuta and Grace Ngenye-Macharia, found that Mr Doshi had failed to adequately explain his breach of the non-prosecution agreement regarding the ownership of the 695,858 pens that were seized from his warehouse in 1996 and 2002.

Twist in StanChart retirees’ pension saga as law firm sues for service costs

A group of retired Standard Chartered Bank of Kenya (SCBK) employees, locked in a multi-billion-shilling pension dispute with the lender are facing a new hurdle after the law firm that represented them at the initial stages of the dispute moved to court, seeking to enforce a pay deal they signed in 2005.

In an application to be heard later next week, Oseko and Ouma Advocates LLP is seeking to enforce the retainer agreement signed by the 629 former employees signed with the law firm on August 12, 2005 regarding the fees to be paid.

Kenya Re to take 25pc of local reinsurance premiums

Insurers will be required to increase to 25 percent the portion of business that they must mandatorily place with Kenya Reinsurance Corporation (Kenya Re), in a move that will boost revenues for the Nairobi Securities Exchange-listed firm.

The National Treasury has proposed new regulations that will see insurers cede at least a quarter of their reinsurance business to Kenya Re, up from the current 20 percent. The reinsurer is 60 percent owned by the government.

Customer service: How data, AI are improving experience

Customer service was once seen as a reactive support function – a place consumers turned to when things went wrong. But in today’s digital-first economy, that definition is evolving. Businesses are no longer competing only on their products or prices. They are competing on how they make consumers feel. This experience is being shaped by data and artificial intelligence (AI).

Traditionally, customer service meant responding to complaints, answering calls or resolving issues after they occurred. But in a hyperconnected world, consumers expect organisations to anticipate their needs – not react to them.

Thanks to AI and advanced analytics, that expectation is becoming a reality. Predictive systems can now analyse patterns in customer behaviour and alert businesses to potential issues before they arise. Take the banking sector, for example. Several Kenyan institutions now use AI-driven analytics to detect unusual transactions in real-time, automatically notifying customer and initiating verification steps. This not only prevents fraud but builds trust and loyalty through proactive engagement.

By shifting from reactive to predictive service, businesses are transforming their support functions into engines of customer satisfaction and retention.

Data: The foundation of better experiences

Every customer interaction – whether it’s a mobile transaction, an online purchase or a social media comment – generates valuable data. When aggregated and analysed effectively, this data offers deep insights into customer behaviour and preferences.

Organisations that integrate their Customer Relationship Management (CRM), Enterprise Resource Planning (ERP) and digital platforms can create a 360-degree view of their customers. This enables tailored communication, personalised offers and services that feel intuitive and relevant.

For instance, a retail company can recommend products based on browsing history, while an insurance firm can adjust coverage suggestions based on lifestyle data. Across sectors, the common thread is clear; data turns information into understanding – and understanding into better experiences.

However, this power comes with responsibility. Customers are increasingly sensitive about how their data is being used. Transparency, consent and compliance with data protection laws must remain central to every organisation’s digital strategy.

AI: The experience accelerator

If data lays the foundation, AI acts as the accelerator. Technologies like machine learning and natural language processing are helping businesses automate routine interactions while preserving a human touch.

Chatbots, for example, can instantly handle simple service requests – from resetting passwords to tracking deliveries – while human agents focus on complex or emotionally sensitive issues. Some AI systems can even detect frustration or urgency in a customer’s tone and prioritise escalation.

The result isn’t a replacement for human service, but an enhancement of it. The best experiences blend the efficiency of automation with the empathy of human understanding.

The East African opportunity

In East Africa, adoption of AI and data analytics is gaining momentum across sectors such as banking, retail and telecommunications. Kenya, in particular, has made significant strides, driven by its mobile-first economy and culture of digital innovation.

Yet many organisations still grapple with fragmented systems and data silos. Customers may interact with different departments – from call centres to mobile apps, without those systems sharing information. This fragmentation leads to inconsistent experiences.

The opportunity lies in integration. Businesses that unify their data and systems can offer connected, multichannel experiences that feel seamless to customers, regardless of how or where they engage.

Humanity remains the differentiator

Even as AI becomes more capable, empathy remains the cornerstone of a great customer experience. The most successful organisations are those that use technology to empower people – not replace them.

Customers may appreciate automation, but they value authenticity. They remember when a company listens, understands and acts with care. When data and AI are used thoughtfully, they make those human moments possible more often, and at greater scale.