NTT DATA Expands Salesforce Services In East Africa

NTT DATA has announced the expansion of its Salesforce services in East Africa, a move aimed at helping organisations strengthen customer engagement, improve data management and accelerate the adoption of AI-driven business processes.

The expansion builds on the company’s existing applications services portfolio in the region and follows its acquisition of Salesforce consulting and AI implementation specialist EXAH in South Africa last year. The acquisition enhanced NTT DATA’s Salesforce capabilities across the Middle East and Africa region and broadened its ability to deliver localised customer relationship management (CRM) and data solutions.

The move comes as organisations across East Africa increasingly invest in digital transformation initiatives, with customer experience, data analytics and artificial intelligence becoming central to business growth strategies.

According to Lauren Wortmann, Managing Director for Applications at NTT DATA Middle East and Africa, Kenya’s position as one of Africa’s leading digital economies presents significant opportunities for organisations seeking to improve customer engagement through technology.

“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,” she said.

The expanded offering includes Salesforce technologies such as Agentforce Financial Services, Agentforce Marketing, MuleSoft and Data 360. Services will cover consulting, implementation, systems integration and ongoing support.

Industry demand for integrated customer platforms has continued to grow as organisations seek greater visibility across customer touchpoints and more effective use of data. Businesses are increasingly looking to combine CRM platforms with AI capabilities to improve decision-making, service delivery and customer retention.

Nick Christodoulou, Area Vice President for Africa at Salesforce, said the partnership is intended to help organisations move more quickly from planning digital initiatives to implementing them.

The announcement also reflects a broader trend across Africa’s technology landscape, where enterprises are investing in platforms that bring together customer data, automation and AI capabilities. Financial institutions, fintech companies and other customer-facing businesses have been among the early adopters of these technologies as they seek to deliver more personalised services and improve operational efficiency.

NTT DATA recently joined Salesforce’s Forward Deployed Engineering Partner Network, a programme designed to support the deployment of Salesforce’s Agentforce platform at scale.

Beyond technology implementation, the company said the expansion will include efforts to support digital skills development and technology enablement within Kenya, as demand for expertise in cloud, data and AI technologies continues to grow.

The expansion highlights the increasing importance of CRM, data management and AI platforms in East Africa’s digital economy, where organisations are seeking new ways to improve customer experiences while driving business growth.