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After Data WAR, What Next for Telcos’ Customers

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Chukwuemeka Fred Agbata, presenter of Tech Trends on Channels Television
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In a ‘Signature Research’ series, an industry leading perspectives on telecoms technology, competition, and market evolution released by Ovum in November 2011, the analysts without much equivocation pointed at ‘customers’ and ‘cost reductions’ as the prime focus areas for telecoms service providers today.

They opined that, if tackled correctly, these objectives are not mutually exclusive: they are complementary. The Signature Research reflected the breadth and depth of Ovum’s coverage, including informed opinion, advice on how to capitalize on industry developments, and intelligence in the form of forecasts and market insight.

In a nutshell, analysts at Ovum identified thus, “telco customer service directors have identified that ‘addressing the customer service model’ is a top priority while CIOs have acknowledged that ‘improving the customer experience’ is a primary area for investment.

This demonstrates that telcos have recognized that their future lies with their existing customers.

However, customers’ service expectations have been raised by their experiences in other verticals, meaning that telcos will need to work very hard to engage, retain, and satisfy their existing customers.

It seems the telcos in Nigeria are borrowing a leaf from the Ovum’s perspective, as they have recently been entangled in a ‘data price war’; a sort of cold war with Airtel first to adjust its data plans, starting with the Android market.

Airtel today offers over 2GB data for less than N2000 and 4.5GB for N3000 on BlackBerry phones it could be applied on Android too; a feat that seemed impossible few years ago.

Glo followed with an even more enticing data plans, to the extent 12GB of internet data for sells for N5000.

Prompted by the enticing packages of the two operators mentioned above, MTN and Etisalat threw their hats in the ring. Are you kidding me? 3.5GB data on MTN line for N2000 and Etisalat offering with 1.5GB for N1000 and 3.5GB for N2000 club.

Well, this piece is not meant to dwell entirely on the so called ‘new data price regime’, but to remind the telcos that there are other nagging issues they must swiftly address – customer care.

Take the issue of electricity for instance. Mr. Babataunde Fashola, Minister of Power, Works and Housing, and the National Electricity Regulatory Commission (NERC) have been labouring towards convincing Nigerians on how to pay more for power, so that the GENCOS and DISCOS of this world will perform better. The argument has always been: provide power and we shall willingly pay.

In the case of telcos and the customers, the case is a little bit different in the sense, telcos seems to be covering their tracks by stuffing the mouth of the customers with price reductions. How do I mean? Remember, some time in 2015, the telcos, knowing that revenue from voice services has been on downward trend, they introduced ‘buy-now-pay-later’ campaign, where customers are to live as real kings; no more running out of credit. Though that is still on play, but the stem is no more there. That is not to say Nigerians have totally ditched that scheme. No.

Customer Service Is Lacking
Customer service is key! I think most customers would prefer an uninterrupted quality of service. Of what essence is giving one 2.5GB of data at the lowest price, but he ends up utilising only 1GB. That is obtaining by tricks; in other climes it would be called a deception and scam.
I believe such customer would prefer a moderate price regime with adequate service provisioning. There is no sacred cow here, but all telcos default at one point or the other. Yes, I admit that telcos are at the forefront of deepening the ecosystem, but there are plenty rooms for improvement.
From the same study quoted above, Ovum emphasized thus, “Customer service does not describe a point-to-point relationship between a telco and its customers, nor is it a relationship that exists purely to resolve problems. The relationship between a telco and its customers extends all the way from pre-sales research to in-life usage as customers look to purchase new services, upgrade existing ones, and add new features throughout their lifecycle. To secure the customer relationship in the face of disruptive competitors, telcos must stay with the customer through every step of their lifecycle”.

Please, pay attention to this, “Telcos need to be accessible, responsive, consistent, and effective. Web-based customer service delivers on accessibility and consistency and has the added benefit of diverting costs from more expensive alternatives such as contact centres, and has the ability to scale without adding exponentially to costs”. What can I say, as a result of Ovum’s breath-taking postulation, telcos in Nigeria should not cease from increasingly investing in web-based platforms, software, and business processes to improve their online customer service channels.

When the initial results are encouraging, with customer service-related capex, call volumes, and repeat calls to contact centers will start to decline.

“However, online customer service tends to lack the personal touch that other channels provide, and telcos need to ensure Online customer that they retain the hearts and minds of their customers”.

At this junction, it is pertinent to acknowledge the Nigerian Communications Commission (NCC) for using its policy thrust in such a positive manner that now innovation dictates the pace of competition aimed at customers’ satisfaction.

ICT Investment
Fortunately, Barrister Adebayo Shittu, Minister of Communications, speaking at the first industry stakeholders forum convoked by the Ministry on his assumption of office, he acknowledged the need for improved infrastructure, as “Inadequate ICT infrastructure is the bane of ICT development in the country and a leading cause of quality of service deficiencies. From broadband penetration to last mile fibre optic connectivity, this infrastructure deficit is preventing all Nigerians from gaining affordable and reliable access.

Lack of affordability, due in part, to the proliferation of taxes, fees, levies and associated costs further inhibits investment in infrastructure required to support and grow our boisterous ICT market”, he said.

Nigeria’s ICT sector is growing and in view of the prevailing potentials, the Federal Government is targeting additional Foreign Direct Investment in the sector in excess of N4trillion ($15billion).

To this end, the government needs to stimulate the industry for further investments and deal with the issue of multiple taxation particularly the notorious right-of-way, while the telcos become more customer-centric to ensure that subscriber get value for their money.

 

 

 


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Nigeria, Finland Sign Cybersecurity Pact

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Nigeria and Finland have signed a Memorandum of Understanding (MoU) on digitalisation and innovation, prioritising stronger cybersecurity cooperation amid a surge in cyberattacks targeting Nigerian institutions.

The agreement was formalised in Abuja on Monday between Dr Bosun Tijani, Nigeria’s minister of communications, innovation and digital economy, and Jarno Syrjälä, Finland’s under-secretary of state for international trade.

The MoU focuses on cooperation in digital governance, technology infrastructure, and cybersecurity to drive economic growth and improve public services, says a statement issued on Monday by Isime Esene, special assistant to the minister.

The agreement is a significant step in strengthening bilateral relations and advancing Nigeria’s digital economy agenda, says Tijani.

He notes the MoU builds on engagements in Helsinki in February, which centred on Nigeria’s Data Exchange Platform and Finnish participation in Project BRIDGE (Building Resilient Infrastructure for Digital Growth and Empowerment).

The talks also involved key Finnish finance institutions, including Finnvera and Finnfund.

The partnership is expected to unlock new opportunities for innovation and investment, positioning digital technology as a catalyst for shared prosperity, says Tijani.

Finland is committed to supporting the development of resilient, secure, and human-centric digital systems in Nigeria, says Syrjälä. He adds that digitalisation should enhance public trust and empower citizens, noting that Nigeria remains a strategic partner for Finland in Africa.

The agreement complements Finland’s lead role in a €23 million Team Europe Initiative aimed at strengthening Nigeria’s digital public services.

This programme is implemented by Finland’s development agency, HAUS, in collaboration with Estonia’s ESTDEV, and supports the 3 Million Technical Talent (3MTT) programme.

The deal comes as Nigerian organisations record the highest number of cyberattacks in Africa. In January 2026, organisations experienced an average of 4 701 attacks per week, a 12% year-on-year increase, according to Check Point Research.

In response, authorities are developing the 2026 National Cybersecurity Policy and Strategy update.

Expected later this year, the framework will mandate minimum cybersecurity investment requirements for organisations operating critical national information infrastructure, notes the ministry.


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5 Wealth-Building Strategies for Nigerian Women-led Businesses

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By Chinwe Iwobi, Head of Wealth Management, FairMoney Microfinance Bank

In Nigeria, women are the backbone of our economy. Data from the National Bureau of Statistics shows that women own approximately 40% of small and medium-sized enterprises across the country (NBS Country Data Overview 2023). Yet despite their outsized contribution to GDP, women-led businesses continue to face systemic barriers to the capital and financial infrastructure needed to scale.

5 Wealth-Building Strategies for Nigerian Women-led Businesses

Chinwe Iwobi

The cost of that gap is not abstract. When these entrepreneurs are held back, the ripple effect runs deep, from household stability to the education of the next generation. But the narrative is shifting. Nigerian women are proving, consistently, that they are not just resilient; they are sophisticated, high-earning innovators building businesses that deserve serious financial strategy.

Here are five foundational strategies every women-led business should be deploying to build lasting, generational wealth.

1. Separate Business and Personal Finances Without Exception

Mixing personal funds with business cash is one of the most common and most damaging financial habits I see among growing entrepreneurs. It obscures your true profit margins, makes tax planning nearly impossible and, critically, disqualifies you from accessing formal credit when you need it most.

The discipline of separation is not just administrative. It is the first signal you send to the financial system that your business is serious. Open a dedicated business account, maintain clean transaction records, and treat your business finances with the same rigour you would expect from any enterprise operating at scale. Clarity on your numbers is the foundation on which every other strategy here depends.

2. Build Both an Emergency Fund and an Opportunity Fund

Most financial advice stops at the emergency fund, which is three to six months of operating expenses set aside for lean periods. That is necessary, but insufficient. The entrepreneurs I have watched grow most aggressively also maintain what I call an opportunity fund: accessible liquidity specifically reserved to move fast when a prime supplier deal, an expansion location, or a bulk inventory discount appears.

In an unpredictable market like Nigeria’s, the businesses that scale are rarely the ones with the best products alone. They are the ones with the financial readiness to act decisively. Products like FairMoney’s FairSave are designed precisely for this, keeping your funds accessible while earning competitive daily interest so your idle cash is working even when you are not. Build both buffers, and build them before you think you need them.

3. Invest Profits Back into Revenue-Generating Assets

Surplus cash sitting in a current account is a slow leak. Inflation erodes it and opportunity costs compound quietly. The discipline here is to consistently channel profits back into assets that grow your revenue capacity, whether that is new equipment, improved technology, better inventory systems, or staff training.

For capital you do not need immediately, consider locking it into a fixed-term savings product that offers higher interest returns. The psychological benefit is as important as the financial one: ring-fencing that capital removes it from day-to-day spending temptation and ensures it is preserved and grown for a defined purpose. Discipline in capital allocation separates businesses that plateau from those that compound.

4. Diversify Your Revenue Streams Intentionally

Single-stream businesses are inherently fragile. If your sole revenue source is disrupted by market shifts, a supply chain breakdown, or a change in consumer behaviour, your entire operation is exposed. Resilience is built by design, not by accident.

If you are in retail, consider adding a service-based arm. If you are service-led, explore whether digital products or training offerings could create passive income alongside your core work. Beyond product diversification, consider how you accept payments. Building a verified, diverse transaction history through formal payment channels also quietly strengthens your credit profile, an asset that pays dividends when you approach lenders for growth financing. FairMoney’s Business POS infrastructure, for instance, allows entrepreneurs to expand their payment reach while simultaneously building that financial track record.

5. Invest Beyond the Business

This is the strategy most women entrepreneurs delay for too long, and it is the one I feel most strongly about. Relying entirely on your business for your net worth is a high-risk position, no matter how well that business is performing. Businesses face cycles; personal wealth should not.

As your business stabilises, begin systematically moving a portion of your profits into personal investment vehicles such as long-term savings accounts, money market funds, or other instruments that sit entirely outside the business cycle. Automate it if you can, so the decision is made once and executed consistently. The goal is to build a personal financial foundation that remains intact regardless of what your business goes through in any given quarter. True wealth is not what your business is worth on paper. It is what you own independently of it.

The Bigger Picture

For female entrepreneurs in Nigeria, wealth-building is not simply a personal ambition; it is an economic argument. When women-led businesses scale, communities stabilise, households invest in education, and local economies deepen. The strategies above are not complicated, but they require consistency and the right financial infrastructure to execute well.

The tools exist. The opportunity is real. What remains is the decision to treat your business, and your personal wealth, with the long-term seriousness both deserve.


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AU Sees AI Adoption Evolving to Boost Economic Growth in Africa

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Africa’s financial services sector is entering a new era of artificial general intelligence (AGI), as the adoption of artificial intelligence (AI) on the continent evolves to boost economic growth.

This was the word from Lavina Ramkissoon, ambassador representing the African Union for the East, North and South of the continent, speaking last week during the Financial Sector Conduct Authority Conference 2026.

As AI rapidly evolves beyond current frameworks, Africa faces a narrowing window to define its role in what could become a radically different global economic order, she said.

Ramkissoon co-chairs the African Union’s Science, Research, Technology and Innovation Council and leads its “sixth region” diaspora portfolio.

AGI refers to AI that matches human intelligence, capable of learning, reasoning and applying knowledge across diverse domains, while ASI is a theoretical, future AI that surpasses human intelligence across all fields.

Ramkissoon cautioned the global AI trajectory is already shifting beyond human and machine collaboration toward far more advanced forms of intelligence.

“In my opinion, we’ve quickly moved away from human agency, we’ve moved away from AI agency, and we’re getting into a space where we’re going to see AGI unfold − but not really know that it’s unfolding.”

She noted that this transition could be subtle at first, with only limited signals before a more dramatic leap.

“There’s going to be one or two key signs… and then all of a sudden, we’re going to wake up and see ASI around in terms of superintelligence.”

This progression, she suggested, raises fundamental questions about control and governance.

Rather than focusing purely on technological capability, Ramkissoon argued that societies must confront how much decision-making power they are willing to relinquish.

“From a human perspective, we’re going to have to dig deep in terms of understanding where to next and what sort of control we are willing to give away or negotiate going forward.”

Beyond the technological shift, she emphasised that Africa’s response must be grounded in structural readiness. Responsible AI at scale, she said, depends on three core pillars: infrastructure, computational capacity and a broader understanding of intelligence itself.

On infrastructure, Ramkissoon highlighted the need for interoperability rather than isolated systems, noting that Africa’s financial and digital ecosystems remain fragmented.

“For some reason, we haven’t been able to orchestrate it in a unified manner. This is probably our last opportunity to utilise AI to gauge that.”

She also challenged assumptions around compute capacity, arguing that the continent does not yet require widespread investment in large-scale data centres.

“Our utilisation of AI isn’t at that capacity yet. Running things like language models or robo-advisors are still relatively menial when we talk about the larger capacity required.”

More fundamentally, Ramkissoon pointed to a shift in how intelligence itself is defined and used in the digital economy.

“Intelligence is intelligence. Distinctions between human and artificial intelligence are becoming less relevant as the two increasingly converge.”

This shift is already reshaping economic thinking. Ramkissoon described the emergence of what she called a “new age economy”, where traditional drivers are being replaced.

“It no longer functions on the cost of capital, but is moving towards the cost of energy, the cost of data and the cost of intelligence.”

She also pointed to growing divergence in how global technology players are approaching AI, with some pushing for rapid expansion of capabilities, while others advocate for constraint.

Within the African continent, more than 60% of countries had adopted some form of AI policy or regulatory framework as of 18 months ago, with different regions beginning to take distinct approaches.

However, the continent risks falling behind if it fails to articulate a unified vision and take advantage of the full potential of AI, she stated.

“As much as we understand the opportunity, what are we actually tangibly doing on the ground to unlock that?” she asked, pointing to persistent challenges such as unemployment and low economic growth.

While AI is already reshaping labour markets globally, Ramkissoon cautioned against framing the issue purely in terms of job losses.

“We focus on fear more than optimism. AI is creating jobs and removing jobs at the same time.”

Instead, she called for a broader, long-term perspective that moves beyond short-term disruption toward strategic positioning.

“We really need to zone out and have a macro view. Without that, Africa risks missing a critical moment in shaping its digital and economic future as AI capabilities accelerate toward increasingly autonomous and potentially uncontrollable systems.”


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