Broadcasting
Modern Customer Engagement: Keeping up with Gen Y and Z

By Andrew Bourne, Regional Manager, Africa, Zoho Corp.
The term ‘customer engagement’ is arguably one of the biggest buzzwords in today’s business landscape. It’s so widely used that when many people hear the phrase, they interpret it as a checkbox item. It is, however, an ongoing crucial relationship between a company and its customers, which is determined by the customer’s preferences and behaviour.

Andrew Bourne, Regional Manager, Africa, Zoho Corp
Customer engagement entails actively engaging with an audience through messaging that interests, educates or helps them, as well as encouraging two-way communication with your business. In short, it’s about figuring out what the customer wants and giving it to them at the right time.
This may appear to be a simple and straightforward task. However, in today’s world, where the majority of a business’s customer base is composed of the digital-native ‘millennials and zoomers’, the consumer has little patience for complicated processes in the name of customer engagement. So what does this mean for you as a business, and how can you adapt to this new market reality and ensure that your engagement techniques are actually engaging?
Preparing for a mobile-led shift
Mobile use has surpassed laptop use, and today’s target audience is more likely to look something up on their phones or tablets than on a device.
According to the GSMA’s The Mobile Economy Sub-Saharan Africa report, the mobile market in Sub-Saharan Africa will reach several significant milestones over the next five years: including half a billion mobile subscribers in 2021, 1 billion mobile connections in 2024, and 50% subscriber penetration by 2025. Over the next five years, the number of smartphone connections in Sub-Saharan Africa will nearly double to reach 678 million by the end of 2025, representing a 65% adoption rate.
It is, therefore, no longer an option to provide a mobile-friendly website or customer support portals – it is now a requirement.
Catering to the ‘always-connected’ generation
Being accessible to current and potential customers is the most important aspect of customer interaction. This is particularly challenging in today’s setting, where time and geography are no longer important and the customer expects businesses to be reachable at all hours of the day and night.
While the advent of chatbots has eliminated the need for businesses to hire additional employees to cover multiple shifts, bringing developers onboard to build bots that can meet multiple requirements can end up being costly too. Instead, try thinking along the lines of using a sales engagement software that provides easy-to-use features like drag-and-drop chatbot builders.
Making AI chatbots more human
Though chatbots were invented to free up staff from mundane tasks so they can focus on the more complex ones, research shows that customers find it harder to get issues resolved by AI chatbots. The ideal solution is an AI-driven chatbot that can greet prospects or customers, respond to small talk, and even understand common questions, regardless of the tone or words used, and respond to them using a company’s internally available documented resources. If the customer chooses to speak with a human agent, the AI-powered chatbot will forward the conversation to the team member.
Personalising your messaging without over targeting
While personalisation is widely regarded as the pinnacle of customer engagement, it’s all too easy at the same time to cross the line between being helpful and being intrusive when dealing with a more privacy-conscious generation of customers. So make sure your conversation is relevant and provide timely information to your most valuable customers right when they need it, like an offer for help after a failed transaction, or when they’ve spent a long time trying to decide between two products.
Achieving business zen with a unified customer view
Many of us fall prey to ad fatigue and endless re-targeting. While it’s frustrating, it throws light on the fact that customer data is still jumbled, redundant, or even mismanaged chunks of information. Businesses should make sure that they use a CRM tool that gives a holistic view of customer data, and helps avoid any missteps in data management and customer communication.
A customer engagement strategy is critical to the success of any business. Customers who are actively engaged not only spend more money, but also become a company’s best brand advocate and recommend the business to their friends, colleagues, and family.
Broadcasting
STBMAN Warns of “Broadcasting Crisis”, Urges Tinubu to Halt NBC’s DSO

Association of Licensed Set-Top Box Manufacturers of Nigeria (STBMAN) has warned that the unilateral implementation transition from analogue to digital broadcasting, could trigger confusion, legal disputes, and disruptions capable of undermining the credibility of the 2027 general election.

STBMAN urged President Bola Ahmed Tinubu to urgently intervene and halt what it described as a unilateral implementation process, pending wider consultations with stakeholders in the broadcasting industry.
Sir Godfrey Ohuabunwa, chairman of the association in statement in Abuja, faulted the current implementation process by the National Broadcasting Commission’s (NBC).
STBMAN said that although it supports Nigeria’s digital migration programme, the approach currently being pursued by the NBC appeared rushed and inconsistent with the 2012 Digital Switchover (DSO) White Paper approved by the Federal Executive Council.
The association argued that the arrangement being presented as a Digital Switchover was merely the aggregation of channels on NigComSat platforms rather than a fully Digital Terrestrial Television (DTT) migration as originally envisioned under the national DSO framework.
According to the group, failure to carry critical stakeholders along could erode public confidence, weaken access to information, and create avoidable disruptions in the broadcasting sector at a politically sensitive period ahead of the 2027 elections.
It noted that millions of Nigerians still depend on free-to-air broadcasting for information dissemination, civic education, election coverage,e and public enlightenment.
The group stressed that any poorly coordinated migration process could result in signal disruptions, public confusion, and unequal access to information during the election season.
STBMAN also expressed concern that the NBC risked creating a conflict of interest by acting simultaneously as regulator and content aggregator, contrary to the spirit of the 2012 White Paper and global best practices guiding digital broadcasting migration.
The association, therefore, called for an urgent national stakeholders’ roundtable, an independent legal and technical review of the DSO process, review and update of the 2012 DSO White Paper, nationwide public sensitisation on the implications of digital migration, and measures to protect local broadcasting and public interest.
It maintained that it was not opposed to digital migration but insisted that the process must be transparent, inclusive, lawful, and technically sound.
The group warned that failure to properly manage the transition could weaken democratic communication structures, waste public resources, and negatively affect national cohesion and the credibility of the 2027 elections.
“Mr. President, Nigeria cannot afford confusion in its broadcasting system at a time the nation is preparing for another critical democratic transition. The time to act is now,” the statement added.
Association of Licensed Set-Top Box Manufacturers of Nigeria, represents domestic electronics manufacturers responsible for producing the decoder boxes needed for the country’s transition from analogue to digital broadcasting.
Broadcasting
FG to Launch Nationwide Free Digital TV Platform June 17

Federal government, yesterday, said that it will now launch the so-called FreeTV, with over 100 channels for news, sports, education, entertainment and children’s programming in multiple Nigerian languages on June 17.

National Broadcasting Commission (NBC) had initially scheduled for May 15 for the launch.
But the new date was announced by Mohammed Idris, minister of Information and National Orientation, on Wednesday during a facility tour of NIGCOMSAT, alongside Dr Charles Ebuebu, director general of the National Broadcasting Commission (NBC) and other stakeholders.
Idris said the long-awaited migration from analogue to digital broadcasting had finally become a reality after years of failed attempts and delays, describing the project as a major breakthrough for Nigeria’s broadcasting industry.
“I have been grappling with this idea of the DSO for many years. Moving our transmissions from analogue to digital has now happened and is ready to be commissioned by June 17,” the minister said.
He revealed that several channels had already been bundled onto the platform, adding that the digital transition would transform broadcasting, advertising and television consumption across Nigeria and Sub-Saharan Africa.
According to him, the new platform introduces scientific audience measurement tools capable of tracking viewership patterns in real time, thereby giving advertisers reliable data for targeted campaigns.
“Now science is at play. If you are viewing a station, we know who is watching what and how many people are watching. Advertisers can now take informed decisions about the kind of programming Nigerians want to watch across all demographics,” Idris stated.
The minister said the collaboration between NIGCOMSAT, NBC, the Ministry of Communications and the Ministry of Information had made the digital transition possible, while commending President Bola Tinubu for providing the necessary support and resources.
He described previous DSO efforts as limited and expensive due to encrypted set-top boxes but noted that the new system would be free and accessible to millions of Nigerians.
“In the past, the boxes were encrypted and costly. Now this is free. Government has taken off some of those costs on behalf of Nigerians,” he said.
Idris stressed that unlike earlier pilot phases restricted to a few cities, the new digital platform would have nationwide and regional reach through NIGCOMSAT’s satellite infrastructure.
“Everybody can now watch whatever he wants in real time and painlessly. Free TV everywhere for everybody”, he declared.
The minister also hinted that the platform would challenge the dominance of existing pay-TV operators by offering Nigerians wider viewing options at no cost.
“I don’t want to always use the word ‘substitute’, but this offers opportunities you didn’t get before. You no longer have that monopoly again. Competition is going to set in. Content will grow and viewership will grow,” he said.
He added that the platform would initially launch in standard definition, SD, before quickly transitioning to high definition, HD, bringing Nigerian broadcasting in line with global standards.
“Soon after the launch, we are moving to HD. Nigeria will now compete globally. What you watch here is what you get anywhere,” Idris said.
The minister further disclosed that the service was already available via mobile application and had successfully undergone testing ahead of the official unveiling.
Also speaking during the tour, managing director and chief executive officer of NIGCOMSAT, described the collaboration between NIGCOMSAT and NBC as a strategic partnership that has strengthened service delivery and raised operational standards within Nigeria’s digital broadcasting ecosystem.
According to her, ongoing investments and satellite expansion plans under the current administration will guarantee reliable and continuous service delivery.
“The work has only just started. The work has only just begun,” she said.
Among those who accompanied the Honourable Minister on the tour were Salihu Abdullahi Dembos, director-general, Nigerian Television Authority (NTA); Jibrin Baba Ndace, director-general, Voice of Nigeria (VON); Mohammed Bulama, director-general, Federal Radio Corporation of Nigeria (FRCN); and Lanre Issa-Onilu, director-general, National Orientation Agency (NOA), alongside other senior government officials and dignitaries.
Broadcasting
Metro Digital, Nigerian Firm Accuses Multichoice Of Refusal to Obey Court Judgements

Metro Digital Limited, a licenced Indigenous broadcasting organisation, has accused Multichoice, pay television company, of refusing to obey judgements emanating from Courts in Nigeria.

It said the latest of such judgements is the one that was delivered by Justice Chinelo Odili of Rivers State High Court on May 4, 2026 in Suit No. PHC/3943/FHR/2025.
Dr. Paul Osuji, operations manager of Metro Digital, at a press conference in Port Harcourt, Rivers State,
said the suit was filed by the organisation and two others against Multichoice and the Economic and Financial Crimes Commission (EFCC).
Osuji stated that Justice Odili has in the judgement described the arrest of a staff member of the company and the carting away of it’s properties and disruption of it’s broadcasting business by the EFCC over a civil dispute of copyrighy as unlawful and violations of the applicants’ rights.
The manager recalled that in October 2025, Multichoice instigated the EFCC to read their office in Port Harcourt, arrested a staff of the company and staff of another company, while the suit was still pending.
“On October 16, 2025, the premises of Metro Digital Limited, a licenced indigenous broadcasting organisation was raided by the Nigerian anti-graft agency, EFCC, instigated by Multichoice Nigeria, purportedly acting on a preservation order made by the Federal High Court sitting in Port Harcourt over the sub licensing of broadcasting content right.
“The preservation order came from a civil dispute already adjudicated by the Court of Appeal No. CA/CS/188/2021 – Multichoice Vs Metro Digital Limited and 20 others, which is a subject of a pending appeal -No. SC/CV/1248/2022 -Multichoice and 20 others before the Supreme Court.
“Instructively, while suit No. PHC/ 3943/ FHR/2025 was still pending, Metro Digital Limited filed an application to set aside the said preservation orders of the Federal High Court sitting in Port Harcourt and presided over by Hon. Justice A.T Mohammed.
“In his ruling delivered on December 10, 2025, set aside the preservation orders and it’s legal execution on Metro Digital Limited. The court also ordered EFCC to return unconditionally all the properties and records of Metro Digital Limited, illegally and unlawfully carted away during the raid but the agency has till today not obeyed those orders of the Court,” he said.
Metro Digital Limited is known for operating SLTV, a direct-to-home satellite television service launched to provide affordable, locally-owned alternatives to international pay TV
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