Telecom
#AfriTECH2021: Key takeaways from Zoho’s workshop on Driving Business Growth through CX

For organizations large and small, the year 2020 was the longest year ever. The quick lesson is the urgent need to reorient the workforce to a new way of working to ensure uninterrupted delivery of exceptional CX (customer experience). It came swiftly with playbooks being written and rewritten depending on what leaders were learning from government authorities, medical professionals, and from their own employees.

Andrew Bourne, Regional Manager – Zoho Corp
Thus, CX innovation is now more than merely a topic for conferences; it is a necessity for survival for people-centric organizations.
And this newfound need means that many customer experience trends are very quickly developing and coming to fruition, helping shape the future.
This is the crux of a workshop conducted by Andrew Bourne, Regional Manager – Africa at Zoho Corp. during Africa Tech Alliance Forum (#AfriTECH2021), organised by TechEconomy.ng in Lagos on Wednesday, 13th, October 2021.
He said that the ‘Generation C’, usually referred to as ‘The Connected Society’, expects great customer service; through interactive customer platforms offered on mobile devices as well as efficient and consistent service delivery that will be available 24/7.
These, he said, are all forms of an effective customer experience. Concerning what the future customers expect, Andrew told the Workshop participants that it has become imperative for businesses to carry out research on ‘what’ their future customers will expect.
The Zoho Regional Manager referenced a Forbes report, which reads: “Millennials currently hold the largest purchasing power, but Gen-Z is close behind. The group, which was born between 1996 and 2010, already holds $44 billion buying power ($600 billion when considering their influence on their parents’ spending) and will hit the workforce and become powerful consumers in the next few years. In the next year, they will account for 40% of all U.S. consumers. To succeed, companies need to know how to tailor a great consumer experience for Gen-Z”.
To satisfy customers who fall within Gen-Z, Andrew said, “Businesses should consider: mobile-first as Gen-Z demands quick access on the go; Personalised service – Gen-Z wants a real customer relationship; Video – Gen-Z responds well to visual content, especially videos; Trust – Gen-Z cares about trust and authenticity; and Efficiency, implying that Gen-Z have an average attention span of about about 8 seconds”.
Buttressing his point using a PwC report in 2018, Andrew said that if you give customers a great experience they will in turn buy more, be more loyal and share the experience with their friends; in other words, they will give a great testimonial and/or a review.
CX vs CS
The Zoho Regional Manager said that CX is majorly about customer relationships; adding that CS – Customer Service is reactive while CX is proactive and continuous. Therefore, if CS is expected, CX is how you exceed customer expectations. To do this effectively and efficiently, you would need a CRM – Customer Relationship Management system. “To lead in CX, organisations cannot compromise digitisations such as Online Forms, Customer Portals, Digital Signatures, Website Live Chat and Artificial Intelligence (AI) assistants like Live Chatbots, etc.”
Andrew also demonstrated how to drive customer loyalty through a CRM system. “A ‘Repeat Customer’ comes back because you gave them a great first-time experience; The ‘Loyal Customer’ follows you because of continued great experience and continuous improvement of the CX and the ‘Promoting Customer’ gives your company a boost by promoting you to others based on the experience and will continue if their loyalty is acknowledged and shown appreciation,” he said. Moreover, new customers get introduced to the company through a ‘promoting’ customer which could be triggered by word of mouth, social media recommendations or a customer testimonial.
The workshop drew rapt attention from both government and private sector operators who strongly shared the view that COVID-19 has overwhelmed businesses around the globe, encouraging customer teams to rethink what customer care actually means.
Zoho is well-known for its CRM solution as well as its other SaaS offerings for business management. Zoho CRM is a cloud-based, integrated customer relationship management platform that caters to the needs of businesses and industries of all sizes and types. Be it multi-channel communication, taking care of multiple tasks, predictive analytics or in-depth CRM insights, Zoho CRM offers a host of features that can supercharge a business’ CRM decisions and elevate its CX delivery.
Including its CRM solution, Zoho has 50+ apps in nearly every major business category, including sales, marketing, customer support, accounting and back-office operations, and an array of productivity and collaboration tools.
More than 70 million users around the world, across hundreds of thousands of companies, rely on Zoho every day to run their businesses, including Zoho itself. Zoho is privately held and profitable with more than 10,000 employees.
Telecom
OpenAI in Talks to Offer U.S. Government 5% Stake Amid AI Scrutiny

OpenAI, the developer of ChatGPT, is reportedly in discussions to offer the U.S. government a five per cent equity stake in the company as part of efforts to address growing political and regulatory scrutiny surrounding artificial intelligence (AI).

According to a report by the Financial Times, the proposal is still at an early stage and would see other leading American AI companies consider similar arrangements to allow the public to benefit from the industry’s rapid growth.
OpenAI Chief Executive Officer, Sam Altman, was quoted as saying that public ownership would enable citizens to share in the economic benefits generated by AI while helping to build public trust in the technology.
Based on OpenAI’s March funding round, which valued the company at about 852 billion dollars, a five per cent stake would be worth approximately 42.6 billion dollars.
The report said the proposal comes amid increasing concerns over AI’s impact on jobs, national security and the concentration of wealth within a handful of technology companies.
Last month, U.S. President Donald Trump said his administration was exploring ways to ensure Americans benefit directly from the country’s leadership in artificial intelligence, including the possibility of government equity stakes in AI companies.
Under the reported proposal, OpenAI executives suggested that major AI firms could allocate five per cent of their equity to a public investment vehicle modelled after the Alaska Permanent Fund, which invests state oil revenues and distributes returns for public benefit.
The discussions are also taking place as OpenAI and rival AI company Anthropic prepare for potential stock market listings that would allow public investment in their businesses.
According to the report, implementation of such an arrangement could require approval by the U.S. Congress, while it remains unclear whether other AI companies would support the proposal.
OpenAI had previously advocated the creation of a “public wealth fund” that would give every citizen a stake in AI-driven economic growth, regardless of whether they participate in financial markets.
The proposal comes as the Trump administration intensifies oversight of advanced AI technologies while promoting U.S. leadership in the rapidly expanding sector.
Telecom
Beyond Capital: AI, RegTech to Define Nigeria’s Banking Future – NITDA DG

Kashifu Inuwa, director general of the National Information Technology Development Agency (NITDA), has said the next phase of growth for Nigeria’s banking sector will be driven less by capital accumulation and more by the ability of financial institutions to build digital trust through artificial intelligence (AI), regulatory technology (RegTech) and cyber resilience.

From left: Wole Famurewa, Ayotunde Coker, Managing Director, Rack Centre; the Director General of the National Information Technology Development Agency (NITDA), Kashifu Inuwa; Prof. Olayinka David West of Lagos Business School; and Femi Osinubi, Africa Advisory Leader, PwC, during the panel session, “The Efficiency Frontier – AI, RegTech and Cyber Resilience,” at the Future of Banking Nigeria Summit organised by CNBC Africa in Lagos.
Speaking during a panel session titled “The Efficiency Frontier – AI, RegTech and Cyber Resilience” at the Future of Banking Nigeria Summit organised by CNBC Africa in Lagos, Inuwa argued that while Nigeria’s banking industry has successfully weathered major reforms over the past two decades, the emerging threats confronting the sector require a different approach.
He noted that the industry has repeatedly demonstrated resilience through landmark milestones such as the 2005 banking consolidation, the 2009 banking reforms and the ongoing recapitalisation exercise. According to him, the priority has now shifted from simply raising capital to ensuring that such capital is protected and sustained in an increasingly digital economy.
“Today’s question is no longer whether we can raise capital, but whether we can protect, preserve and grow that capital in the digital era. Trust has become the foundation of modern banking, and that trust must be built on resilient digital infrastructure and effective regulation,” he said.
Inuwa observed that digital channels have become the primary point of interaction between banks and customers, making technology resilience, cybersecurity and uninterrupted service delivery essential to maintaining public confidence in the financial system.
He described artificial intelligence as a strategic tool capable of transforming banking operations by improving productivity, strengthening decision-making, boosting revenue and delivering personalised financial services that reflect the expectations of digitally connected customers.
The DG also highlighted the growing importance of regulatory technology, saying its adoption can simplify compliance, lower operational costs, improve transparency and strengthen governance across financial institutions.
According to him, effective regulation must evolve alongside innovation. He explained that NITDA combines formal regulatory instruments with collaborative, innovation-friendly approaches that allow emerging technologies to develop while regulators establish appropriate standards and safeguards.
“Technology evolves much faster than traditional regulation. Regulators must work closely with innovators to create enabling frameworks that encourage innovation while protecting consumers and maintaining market confidence,” he said.
Using Nigeria’s thriving fintech ecosystem as an example, Inuwa said technology has fundamentally changed the delivery of financial services by enabling customers to open accounts, access banking products and carry out transactions remotely without visiting physical branches.
He further called for closer collaboration among regulators to improve access to finance for Small and Medium-sized Enterprises (SMEs). He explained that AI-powered credit assessment and digital financial management tools can help financial institutions better understand business performance, reduce lending risks and expand credit to underserved enterprises.
On responsible AI adoption, Inuwa disclosed that NITDA’s National Artificial Intelligence Strategy provides a framework for deploying AI across critical sectors in partnership with sector regulators, including the Central Bank of Nigeria (CBN) for financial services.
He added that the Agency is also developing National Standards for Sovereign Cloud infrastructure and data classification to strengthen Nigeria’s digital sovereignty and ensure that sensitive national and financial data remain adequately protected.
Inuwa concluded that deeper collaboration among regulators, technology innovators and financial institutions will be critical to building a secure, resilient and globally competitive financial ecosystem that supports sustainable economic growth.
Telecom
India Asks Meta to Suspend WhatsApp Username Rollout over Fraud Concerns

Indian government has asked Meta Platforms to suspend the rollout of WhatsApp’s proposed username feature in the country over fears that it could fuel online fraud, impersonation and phishing attacks.

The directive, issued by the Ministry of Electronics and Information Technology (MeitY), comes days after WhatsApp announced plans to introduce usernames globally, allowing users to connect without sharing their phone numbers in a move aimed at enhancing privacy.
India, WhatsApp’s largest market with more than 500 million users, expressed concern that the feature could make it easier for cybercriminals to impersonate individuals and organisations, particularly among users with limited digital literacy.
According to media reports, the ministry, in a letter to Meta, warned that the feature could increase incidents of online fraud, phishing, digital arrest scams and identity theft.
A senior government official was quoted as saying that malicious actors could claim usernames resembling those of legitimate individuals and use them to deceive unsuspecting users.
The ministry has reportedly asked Meta not to launch the feature in India until consultations with the government are concluded and the company provides satisfactory explanations on the safeguards built into the system. Authorities have also asked WhatsApp to respond to the concerns within three days.
Responding to the concerns, Meta said the username feature had not yet gone live in India and stressed that multiple security measures had been incorporated to prevent abuse.
The company said usernames for high-profile public figures and verified organisations had already been reserved to prevent impersonation.
Meta added that users would still require a phone number to register for WhatsApp and that the platform had introduced several layers of protection, including limits on messaging unknown users, restrictions on repeated attempts to guess usernames, and systems to detect and remove impersonation and scam-related activities.
The latest development comes as India intensifies efforts to combat cybercrime amid a sharp rise in digital fraud cases across the country.
Government data indicate that financial losses from cyber fraud have risen significantly in recent years, prompting closer scrutiny of digital platforms and their security features.
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