E-Business
Weak Mobile Customer Service Harming Customer Engagement- Gartner

Following a prediction that by 2017, one-third of all customer service interactions will still require the support of a human intermediary, Gartner, Inc. said that weak mobile customer service is harming customer engagement.
No rallying principle in the enterprise matters more than the creation of superior customer engagement and IT leaders will need to innovate in engaging customers on all channels and have the metrics to choose the right projects, the Company said.
“Marketing may fill the sales funnel, and the sales department can close a deal, yet it is the overall impression of the enterprise generated by the quality of customer service that differentiates one enterprise from another,” said Michael Maoz, vice president and distinguished analyst at Gartner.
“Translating this general and departmental customer engagement concept into operational components across the enterprise is transforming the definition of customer service from an isolated function into an enterprise objective delivered across all points where the customer “touches” the business.”
Gartner has made a number of predictions about mobile customer service, including:
By 2017, One Third Of All Customer Service Interactions Will Still Require The Support Of A Human Intermediary.
Automation and intelligence agents are reducing the percentage of customer support interactions that require a human to solve.
However, the pace of introduction channel choice (such as sensors, virtual customer assistants, advanced search, kiosks and in-line video chat) and the focus on personalized customer experiences will require companies in most industries to retain a highly trained core of customer service professionals.
Looking across industries and the world, nearly 60 percent of customer service interactions required the intervention of a human support agent in 2014.
Gartner predicts that this will be cut nearly in half over the next 24 months through more radical self-service, communities, alerts and mobile devices.
“Businesses need to focus on what key customer experiences would benefit from customer engagement with a human,” said Mr. Maoz. “It is important to poll customers and internal stakeholders such as those in marketing, sales, customer support and inventory/shipping/billing, where the availability of a human customer support representative can mean the difference between a sale or no sale, the acceptance of an offer or its rejection, and/or a quality customer experience.”
By 2018, Five Percent Of Customer Service Cases Will Be Initiated By Internet-Connected Devices, Up From 0.02 Percent In 2014.
The installed base of “things,” excluding PCs, tablets and smartphones, will grow to 26 billion units in 2020.
By this time, a home could have more than 500 smart objects collaborating in a personal Internet of Things (IoT).
As things, places, people and systems become increasingly connected, the ability to monitor operations, statuses, service levels and many other metrics become possible. The added connectivity, communications and intelligence of things make many of them agents for services that are currently requested and delivered through people.
“The explosive growth of the IoT and associated use cases will bring a transformational change in the customer service space.” said Olive Huang, research director at Gartner. “A number of industries will be the front runners in this trend, such as manufacturing, healthcare providers, insurance, banking and securities, retail and wholesale, computing services, government, transportation, utilities, real estate and business services, agriculture and communications.”
More Than 100 Of The 500 Largest Global Businesses Will Introduce Video-Based Chat By 2018 For Customer-Facing Interactions.
Driven by the fast growth of mobile devices and companies’ sense of urgency to deliver excellent customer experience as a competitive differentiator, video chat for customer interactions is rapidly rising toward an innovation peak.
Entering 2015, Gartner estimates that more than 50 of the 500 largest global businesses will introduce video-based chat by 2018 for customer-facing interactions.
This is set to double in three years.
“Video chat provides customers with a richer sense of presence, personalized experience by helped coordination of communication and the support of emotional expression, and the real-time sharing of content,” said Brian Manusama, research director at Gartner. “Video, enabled by increased bandwidth, has been out there in the marketplace for some years. The past year, an increased number of vendors have embarked on this trend with either point solutions or are integrated in current solution suites. This is a trend that will continue in 2015.”
E-Business
Nigeria Targeted with 4,622 Cyber-attacks Per Week in December 2025

In December 2025, organisations globally faced sustained cyber pressure, as the average number of cyber-attacks per organisation per week reached 2 027, a 1% increase from the previous month and a 9% increase from December 2024.

This is according to December 2025 Global Cyber Attack Statistics by Check Point Research, the threat intelligence arm of Check Point Software Technologies.
According to the statistics, Latin America was the hardest hit, with companies experiencing an average of 3 065 cyber-attacks per week, a 26% year-over-year increase.
In contrast, Africa saw a decline in attacks, with Nigeria (4 622 attacks per week) and Angola (4 002 attacks per week) being the most targeted countries on the continent.
The report’s findings highlight the evolving cyber threat landscape, with ransomware and GenAI-driven data risks posing significant challenges to companies worldwide.
Ransomware attacks jumped 60% year over year, with 945 publicly reported incidents in December. Qilin was the most active ransomware operator, responsible for 18% of publicly disclosed attacks.
“Ransomware continues to scale through industrialised operations, while unmanaged GenAI usage is creating widespread data exposure at enterprise level,” said Omer Dembinsky, data research manager at Check Point Research.
The report noted the education sector was the most targeted industry globally, with 4 349 cyber attacks per week; followed by government (2 666 attacks per week); and associations and non-profits (2 509 attacks per week).
The widespread adoption of GenAI tools has introduced new cyber security risks, with one in 27 GenAI prompts posing a high risk of sensitive data leakage.
Experts warn that companies must prioritise prevention-first security, real-time AI threat intelligence and strong governance over AI tools to mitigate these risks.
Hendrik de Bruin, head of security consulting at Check Point Software, added: “Strengthening ransomware resilience, deploying AI-powered prevention and enforcing clear GenAI governance will be critical to reducing cyber risk in the year ahead.”
E-Business
Half of Global Companies Build SOCs to Enhance Cybersecurity, with a Focus on Human Expertise

Among the primary reasons for establishing a Security Operations Center (SOC) are strengthening cybersecurity posture, enabling faster detection and response and gaining a competitive edge.

Interestingly, despite the increasing demand for automated cybersecurity solutions, businesses rely on skilled security professionals to make key decisions, as human expertise remains essential for effective security management.
A Security Operations Center (SOC) is a dedicated organisational unit responsible for continuous monitoring and safeguarding of a company’s IT infrastructure. Its core mission is to proactively detect, analyse and respond to cybersecurity threats.
To identify the main drivers, strategic priorities, and potential challenges in SOC planning and implementation, Kaspersky has conducted a comprehensive global study involving senior IT security specialists, managers and directors from companies with 500 or more employees.
All participants operate without a SOC but have plans to establish one in the near future. The study spans 16 countries across APAC, META, LATAM, Europe, and Russia, providing valuable insights into the emerging trends and best practices in SOC development worldwide.
The findings of the research reveal that 50% of companies intend to establish SOCs to strengthen their cybersecurity posture, and 45% are motivated by the need to address increasingly sophisticated and dangerous threats.
Other drivers include budget optimisation, the necessity for faster detection and response, and the expansion of software, endpoints and user devices – factors that demand more comprehensive and layered security measures.
These are cited by 41% of organisations. Additionally, 40% seek better protection of confidential information, 39% aim to meet regulatory requirements and one-third (33%) expect SOC capabilities to provide a competitive edge. Larger enterprises tend to cite each of these reasons more often, reflecting the broader operational and regulatory pressures they experience.
Continuous monitoring becomes the leading SOC requirement
Among the key functions organisations plan to delegate, 24/7 security monitoring leads at 54%. This around-the-clock vigilance enables early detection of anomalies, prevents escalation and sustains cyber resilience in real-time. This demand highlights a strategic requirement for proactive risk management, as organisations aim to defend against persistent threats that can strike at any moment.
Companies intending to fully outsource SOC operations show a stronger interest in applying “lessons learned” methodologies, whereas those developing internal SOCs focus more on access management to maintain tighter control.
Human expertise drives SOC technology choices
While SOCs use advanced technology, the choices made by organisations show that human analysts are very important. Among the solutions that organisations plan to include in SOC are – Threat Intelligence Platforms (48%), Endpoint Detection and Response (42%) and Security Information and Event Management systems (40%) – sophisticated solutions that automate data collection and reduce operational load, however, they depend heavily on skilled security professionals who provide critical context, interpret complex findings and make final decisions when guiding appropriate responses.
Other solutions chosen include Extended Detection and Response (38%), Network Detection and Response (37%) and Managed Detection and Response (33%). Large enterprises tend to adopt more technologies (5.5 per SOC on average), while smaller ones integrate fewer (3.8).
“To successfully build a SOC, companies must prioritise not only the right mix of technology but also the careful planning of processes, clear goal-setting and effective resource distribution.
“Well-defined workflows and continuous improvement are essential to ensure that human analysts can focus on critical tasks, making the SOC a proactive and adaptable component of their cybersecurity strategy,” comments Roman Nazarov, Head of SOC Consulting at Kaspersky.
E-Business
Nigerian Terra Industries Secures $11.8m for Expansion

Terra Industries, a Nigerian defence technology startup, has raised $11.75 million to expand its development of defensive systems that protect critical facilities across Africa.

The fundraising round was led by Silicon Valley venture firm 8VC, which was founded by Palantir co-founder Joe Lonsdale.
Other investors in the round include Valour Equity Partners, Lux Capital, SV Angel, and Nova Global, as well as African-focused funds Tofino Capital, Kaleo Ventures, and DFS Lab.
Terra Industries, founded in Abuja by Nathan Nwachuku and Maxwell Maduka, provides multi-domain security solutions for both air and land. Its solutions are intended to detect and respond to threats including terrorism, sabotage, and armed attacks on infrastructure.
The company’s product portfolio includes surveillance drones, ground-based robotic systems, and fixed monitoring towers deployed around sensitive locations.
Co-founder and CEO Nathan Nwachuku said the company has now fully embraced its identity as a defence-focused startup, citing the growing urgency of security challenges across Africa.
He said safeguarding critical infrastructure from terrorist threats has become unavoidable.
Nwachuku argues that protecting Africa’s infrastructure requires a different approach, one that combines local manufacturing, end-to-end system control, and software capable of independently identifying and responding to threats over large areas.
The company aims to position itself as a defence prime, similar to the role played by firms such as Anduril Industries and Palantir in the United States.
Nwachuku also disclosed that the company had earlier raised $800,000 in pre-seed funding.
With the new funding, Terra plans to increase manufacturing capacity within Africa, establish additional defence production facilities, and expand its artificial intelligence and software teams.
While software offices are planned for San Francisco and London, the company said manufacturing operations will remain on the continent.
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