E-Business
iSON Technologies Transforming Customer Experience in Africa

By peter oluka
Most conversations today revolve around enhancing customer experience through digitisation. Research has revealed that over 72 percent of global businesses are highly eager to prioritize their customer experience journey through tangible improvements.
Yet and not surprisingly, according to the annual CX report by Forrester (2016), globally, companies lose over $340Bn due to poor customer service/customer experience management every year. This is a startling number.
In his presentation at the recently concluded ‘Africacom’, titled; ‘’Transforming Customer Experience – Shifting Gears at Bigdata Stream’’, Akshay Grover, Chief Growth Officer at iSON Technologies, stressed on the fact that new age digital services/ operations have raised the competitive bar in every sector. In addition, to capture the opportunity in its entirety, company executives should with immediate effect, embrace a new operating model that exponentially improves the digital customer experience.
According to Grover, through iSON’s digital consumer expertise and service-operations work with leading practitioners, the company has distilled elements that it believes are critical in shifting away from the present uncoordinated efforts within organizational silos to launching an integrated operating model that is organized around the entire customer experience lifecycle, right from the point of purchase.
He went on to explain how iSON Technologies has successfully transformed customer experience through creating a holistic self-care application, developed for a major telecommunications giant in Africa. Reduction of inbound customer-care calls by 15 percent, elimination of long ‘call-waiting lines’ and more 2 million subscribers shifting to use the app within 3 months of launch clearly reflect sustained positive results.
Grover further stated that iSON Technologies expedites an experience based approach to transforming their customer profile.
Rather than digitizing lots of elements, they focus on selective transformation, singling out a handful of customer journeys that really matter within key segments; mapping how those journeys flow across functions, channels and device along with identifying where the key pain points lie. Re-imagination and innovation lead to processes intersecting cleanly with social, mobile, cloud technology & artificial intelligence to deliver a superior customer experience.
It is no surprise that a lot of digital journey transformations struggle to succeed, when we consider that the execution of the same is a complex, multidimensional task.
A constant evolving global market and paradigm shifts in consumer dynamics require fast, frictionless “real time” insights into multiple different areas for decision making, especially in customer-journey management and design. It requires a combination of traditional transformation elements—such as rigorous, top-management commitment and steering—and cross-functional teamwork (including the agile delivery of technology) along every phase of the journey. Nonetheless in the long run, the reward is definitely worth the while.
E-Business
Kaspersky Warns of a New Phishing Technique Leveraging Bubble, a no-code AI Platform

Kaspersky has discovered a new phishing tactic used to evade traditional security controls that exploits Bubble, a platform that allows users to build web and mobile applications through a visual interface without writing code.

Attackers are increasingly adopting innovative tools designed for legitimate software development and repurposing them to boost phishing campaigns.
Traditional phishing attacks often rely on malicious links or obvious redirection techniques, which are typically flagged and blocked by modern security systems.
However, attackers are now leveraging Bubble’s no-code environment to generate intermediary web applications which are hosted on Bubble’s legitimate infrastructure and trusted domains such as *.bubble.io, which improves their credibility and helps them bypass security filters.
These applications function as disguised redirectors, silently forwarding victims to malicious credential-harvesting websites.
In the observed campaign, victims were ultimately redirected to a convincing imitation of a Microsoft login page, protected by a Cloudflare verification layer designed to further obscure malicious intent.
This technique is likely being integrated into broader phishing-as-a-service (PhaaS) platforms and phishing kits. These kits enable a wide range of malicious capabilities with ready-made tools, including real-time interception of session cookies, driving phishing campaigns through legitimate services such as Google Tasks and Google Forms, and carry out adversary-in-the-middle (AiTM) attacks that can bypass multi-factor authentication.
They also support the generation of phishing emails using AI, implement geo-filtering and anti-detection mechanisms to evade security crawlers and are often hosted on reputable cloud services like AWS to avoid blacklisting.
“The use of legitimate platforms like Bubble introduces a new level of trust abuse, making it harder for both users and automated systems to distinguish between safe and malicious content. This significantly increases the likelihood of credential theft, unauthorised access and potential data breaches,” comments Roman Dedenok, Anti-Spam Expert at Kaspersky.
E-Business
NITDA Takes Over National Digital Architecture System

Nigeria has taken a major step toward strengthening its digital governance framework as the National Information Technology Development Agency (NITDA) officially assumes control of the Nigeria Government Enterprise Architecture (NGEA) infrastructure.

The handover ceremony held in Abuja, marks the culmination of a high-level partnership with the Korea International Cooperation Agency (KOICA).
This transition signals a shift from fragmented IT projects to a unified, disciplined approach to national digital investment.
The NGEA initiative forms a core part of the e-Government Masterplan 2.0 (Ne-GMP 2.0), aimed at establishing a unified and structured approach to managing government IT investments and digital resources.
The framework is designed to ensure that technology deployment across public institutions aligns with national priorities while improving efficiency and accountability.
With the system now operational, government agencies are expected to adopt more integrated digital processes, allowing seamless data sharing and interoperability.
This is anticipated to reduce duplication, strengthen risk management, and translate policy objectives into measurable digital outcomes.
Over the past two and a half years, Nigerian technical experts worked closely with their Korean counterparts to develop the architecture framework, create reference models, and execute pilot programmes in key institutions.
These include the National Identity Management Commission, Nigeria Customs Service, Nigeria Immigration Service, and NITDA.
Officials say the NGEA represents a shift from fragmented digital efforts to a more coordinated, citizen-focused system.
The infrastructure is hosted by Galaxy Backbone Limited, providing a secure and reliable platform for nationwide deployment.
Looking ahead, NITDA is expected to work with government stakeholders to expand and sustain the system, while the Federal Ministry of Communications, Innovation and Digital Economy will provide policy guidance to ensure its adoption across the country.
E-Business
FG Shifting Focus to “Meaningful Connectivity” to Drive Inclusion – Minister

Bosun Tijani, minister of Communications, Innovation and Digital Economy, has said the government is shifting focus from expanding access to ensuring “meaningful connectivity” that drives economic growth and inclusion.

Bosun Tijani, minister of Communications, Innovation and Digital Economy
The minister made the statement on Friday while addressing stakeholders at the inauguration of board members of the Universal Service Provision Fund (USPF) in Abuja.
He said that although Nigeria had made significant progress since the introduction of GSM services, millions of people, particularly in rural and underserved communities, remain either unconnected or unable to fully benefit from digital services.
Dr Tijani highlighted ongoing investments in digital infrastructure, including plans to deploy 90,000 kilometres of fibre optic network and nearly 4,000 telecom towers nationwide.
He said initiatives under the USPF had improved access through projects such as rural connectivity and digital facilities in schools but stressed that the next phase must prioritise effective usage.
“It is not enough to connect a community. We must ensure that schools can teach with digital tools and that small businesses can access market opportunities,” he said, citing a pilot project in the Kura community where connectivity has enhanced access to communication, education and healthcare.
Aminu Maida, executive vice chairman, Nigerian Communications Commission (NCC) also called for a shift towards meaningful connectivity, noting that while data usage had grown significantly, it remained concentrated in urban areas.
According to him, recent data shows that telecom usage has increased by about 160% over the past two years, largely driven by urban demand.
“When we drill down, we see that a lot of that growth is actually in urban centres. So, the gap between those who are not connected or not meaningfully connected is growing,” he said.
Dr Maida added that the trend underscored the need for the USPF board to intensify efforts to bridge both access and usage gaps across the country.
Both officials emphasised the importance of collaboration, sustainable investment models and improved digital literacy to ensure that connectivity translates into real economic benefits for Nigerians.
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