Broadcasting
5 Customer Experience Trends You Need to be Aware of this Year
By Prashanth Krishnaswami, Head of CX Market Strategy & Thought Leadership, Zoho Corp.
It’s no secret that customer experience (CX) is a major point of differentiation between organisations. “One in three consumers (32%) say they will walk away from a brand they love after just one bad experience,” according to PwC’s 2018 consumer intelligence report that surveyed 15,000 people from 12 nations. Besides, the definition of a ‘first-class CX’ evolves constantly, and organisations need to similarly adapt, tweak and innovate their CX program to match changing needs and preferences.
With that in mind, here are some of the major trends that will define CX in 2022.
Privacy and trust-by-design
With governments around the globe introducing stringent privacy laws, all companies now have a baseline to work from. Nigeria is no exception. On 25th January 2019, the National Data Protection Regulation (NDPR) was issued in accordance with section 6 (a) and (c) of the National Information Technology Development Agency Act 2007 (‘NITDA Act’) in recognition that a lot of public and private bodies have migrated their respective businesses and information systems online. But simply meeting those basic requirements won’t be enough for customers who are increasingly concerned about how their personal data is used and stored.
Organisations shouldn’t just view customer privacy as a legal imperative, but also as an ethical priority. That means adopting a privacy-first approach for their business operations including product management, supply chain networks, software partner choices, CX programs, and workplace culture. Customers will switch to brands that offer more privacy and take data security extra seriously. They would even pay a premium for offerings from such brands. This is already starting to be true and will only get stronger as a trend.
Additionally, customers will be increasingly drawn to brands that demonstrate trustworthiness through focus on inclusive and sustainable growth, responsible sourcing practises, thoughtful waste management, and fair wages, among other things.
Self-service becomes increasingly critical
Today’s customer prefers to be in control of their interactions with companies. Whether it’s billing, commerce, or account management, customers would rather handle it themselves than have to deal with a number of people within the organisation. And while self-service has long been in play in the B2C space, it’s growing in importance in the B2B segments too.
It’s also important for organisations to think about how they deliver self-service functions. Zero UI, for instance, is gaining popularity. Organisations need to understand invisible user interfaces that are activated by voice, gestures, and movements. While these technologies may not be as prevalent in Nigeria as they are in more developed markets, it’s still important that organisations work on them now and not risk getting left behind.
Unified technology platforms come to the fore
Creating seamless customer experiences depends to a huge extent on how well your internal functions and teams can converge and collaborate during every customer touch-point. That internal collaboration can be made a great deal smoother through the use of unified CX technology platforms that blend organisational functions and show the entirety of each customer’s story.
Unified platforms help your organisation avoid wasting time trying to integrate disparate pieces of software and instead bring together data from across the organisation for various needs such as cross-referencing customer context, performing automation, and coaching employees.
Reliability matters
With so many areas of everyday Nigerian life plagued by unreliability, customers are desperate for reliable experiences. In fact, consistently good experiences will probably win you more favour than the odd exceptional experience. That’s not to say organisations shouldn’t try out fancy ideas and experiences from time to time. But they should only do so if they have the basics firmly in place. A birthday gift from a bank is meaningless if you can’t move your money around when you direly need to.
Personalisation will pay off
While there was a time when simply including a customer’s name on a piece of communication counted as personalisation, that’s no longer the case. Today, personalisation is about reaching customers with the right message on the right platform at the right time. Of course, achieving that level of personalisation requires data. That means organisations have to balance the usefulness of personalisation with the responsibility of upholding customer privacy. For brands with an international presence especially, this means having a firm grasp of the technological and regulatory environments they operate in.
As these trends may indicate, CX leaders and program managers have a tricky year ahead, with both technology and customer expectations evolving alongside the pandemic itself. The best attitude to have is a mix of flexibility and pragmatism.
A Federal High Court in Lagos has restrained the National Broadcasting Commission (NBC) from sanctioning or punishing broadcast stations and presenters over the expression of personal opinions, alleged bullying of guests, or failure to maintain neutrality on air.
NBC
Justice Daniel Osiagor granted the interim injunction following an ex parte application filed by the Socio-Economic Rights and Accountability Project (SERAP) and the Nigerian Guild of Editors (NGE).
The court specifically restrained the NBC, its officers, agents and affiliated persons from enforcing its recently issued “Formal Notice” or imposing sanctions, fines or penalties on broadcasters based on provisions of the 6th Edition of the Nigeria Broadcasting Code, pending the hearing and determination of the substantive suit.
SERAP and NGE had approached the court to challenge what they described as an arbitrary and unlawful move by the commission to punish broadcasters for allegedly expressing personal opinions as facts, bullying or intimidating guests, or failing to maintain neutrality during programmes.
The groups also asked the court to determine whether the provisions of the Nigeria Broadcasting Code relied upon by NBC were inconsistent with the 1999 Constitution, as amended, and Nigeria’s international human rights obligations.
The suit followed an April statement by the NBC in which it raised concerns over what it described as increasing violations of the broadcasting code across news, current affairs and political programmes.
The commission had warned that presenters who expressed personal opinions as facts or bullied guests during live broadcasts would be sanctioned.
However, Justice Osiagor, in his ruling, held that pending the hearing of the substantive matter, the commission must refrain from using the formal notice to threaten, sanction or punish broadcast organisations and on-air personalities under the contested code provisions.
The matter was adjourned until June 1, 2026, for hearing of the motion on notice.
Economic and Financial Crimes Commission (EFCC) has arraigned Metro Digital Limited before a Federal High Court in Port Harcourt over alleged cybercrime and unlawful interception and rebroadcast of content belonging to Multichoice Nigeria.
Metro Digital
The company was arraigned before Justice A.T. Mohammed on an amended four-count charge bordering on cybercrime-related offences and alleged illegal rebroadcast of protected broadcast content.
According to a statement issued on Wednesday by EFCC’s Head of Media and Publicity, Dele Oyewale, the prosecution counsel, Steve E. Odiase, informed the court that the matter was scheduled for arraignment.
However, defence counsel, S.A. Somairi (SAN), reportedly attempted to halt the proceedings by drawing the court’s attention to a pending preliminary objection.
The judge, however, declined the request and ordered that the plea be taken in line with Section 478 of the Administration of Criminal Justice Act (ACJA), 2015, which allows a corporation to enter a plea in writing through its representative.
One of the charges alleged that Metro Digital Limited, alongside its Managing Director, Ifeanyi John Nwafor, and a staff member, Ikenna Kanu, both said to be at large, conspired between 2015 and 2019 to unlawfully intercept and rebroadcast protected broadcast signals in Port Harcourt, Rivers.
Another charge alleged that the defendants intentionally and without authorisation intercepted and rebroadcast broadcast signals and devices, including tiger boxes and dongles, over which Multichoice Nigeria holds exclusive rights in Sub-Saharan Africa.
The anti-graft agency said investigations into the matter began in 2019 after Multichoice petitioned the commission, alleging that the illegal rebroadcast of its content caused significant financial losses.
Metro Digital Limited, through its representative, pleaded not guilty to all four charges.
Following the plea, prosecution counsel prayed the court to fix a date for trial.
Justice Mohammed subsequently adjourned the case until June 29 and June 30, 2026, for continuation of trial.
ipNX, one of Nigeria’s telecommunications and connectivity providers, successfully powered the Queen Esther Musical, presented by the Society for the Performing Arts in Nigeria (SPAN), reinforcing its role as a key enabler of innovation across industries through reliable, high-speed connectivity.
Held at Guiding Light Assembly, Parkview, Ikoyi recently, the Queen Esther Musical delivered a captivating blend of music, drama, and visual storytelling to a packed audience. Behind the scenes, ipNX’s advanced fiber-optic infrastructure played a critical role in ensuring seamless execution, supporting the production’s extensive technical requirements, from synchronized audiovisual systems to real-time digital enhancements that enriched the overall experience for the audience within the auditorium and on digital platforms.
As sophisticated technology integrates into live performances, the demand for stable, high-capacity bandwidth to deliver this experience to online audiences has become essential. ipNX provided technical support, delivering uninterrupted connectivity that enabled production teams to coordinate effectively and execute a technically complex show without disruption. The event served as a powerful demonstration of how telecommunications infrastructure can elevate creative expression and redefine audience engagement.
“Our involvement in the Queen Esther Musical reflects our commitment to powering experiences that matter,” said Akintunde Taiwo, Head of Sales, ipNX Retail. “This production broadcast required precision, speed, and reliability, all of which our network is designed to deliver. Beyond telecoms, we see ourselves as partners in progress across sectors, and this collaboration with SPAN highlights how our solutions can seamlessly support the creative industry just as effectively as we do small enterprises and critical services.”
For SPAN, the partnership translated into a production that fully leveraged technology to enhance storytelling and audience immersion.
“We were proud to collaborate with ipNX on the Queen Esther Musical,” said Sarah Boulous, Founder of SPAN. “The scale and ambition of this production required a technology partner we could rely on completely as we wanted audience to enjoy seamless streaming on the Zaia app. ipNX delivered exceptional bandwidth and stability, allowing us to integrate digital elements seamlessly and create a truly memorable experience. Their support played a significant role in bringing our creative vision to life.”
The Queen Esther Musical not only entertained but also illustrated the growing intersection between technology and the arts in Nigeria. ipNX’s role in powering the event highlights its broader mission to connect people, ideas, and industries and ensure that innovation is supported by infrastructure capable of meeting modern demands.
By bridging connectivity and creativity, ipNX continues to demonstrate that its impact extends far beyond traditional telecommunications, positioning the company as a trusted partner in shaping experiences across Nigeria’s evolving economic and cultural landscape.
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