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
Why Nigeria Must Embrace .ng Now – NiRA Reveals Five Critical Steps

Nigeria Internet Registration Association (NiRA) has outlined five strategic pathways to accelerate the adoption of the .ng domain and position it as a critical driver of Nigeria’s digital economy.

NiRA
Oluwaseyi Onasanya, Chief Operating Officer of NiRA, presented the framework at a Media Advocacy and Capacity Building Workshop held on April 16.
Onasanya described the .ng domain as a key component of Nigeria’s digital sovereignty, noting that the country has about 65 per cent internet penetration and over 35.6 million Micro, Small and Medium Enterprises (MSMEs) contributing nearly 48 per cent to the Gross Domestic Product (GDP).
She said the first pathway involves mandating the use of .ng domains across all Ministries, Departments and Agencies (MDAs), as well as subnational entities, government vendors and tax remitters.
According to her, this would ensure that all official digital communications with government institutions are conducted through .ng platforms, while also linking domain usage to Corporate Affairs Commission (CAC) registration and procurement processes.
The second strategy focuses on a nationwide awareness campaign tagged “Own Your .ng, Own Your Future,” aimed at promoting the domain as a symbol of national identity, trust and economic value.
Onasanya said the third pathway calls for leadership from the private sector, urging banks, telecommunications companies, startups and SMEs to adopt .ng domains and integrate them into onboarding processes.
She added that the fourth strategy seeks to position .ng as a secure and regulated alternative to foreign domains, enhancing consumer confidence, improving local search visibility and strengthening jurisdictional control.
The fifth pathway centres on expanding the digital ecosystem by strengthening registrar networks, simplifying user experience and integrating .ng domains into internet service providers, digital platforms and national performance metrics.
Onasanya warned that Nigeria’s domain adoption rate remains low compared to global peers, noting that the country has approximately one domain per 855 citizens, far behind countries like Germany, the United Kingdom and China.
She cautioned that low adoption could lead to capital flight, as businesses continue to rely on foreign domain platforms in an increasingly digital global economy.
She also called on the media to drive awareness, shape public perception and promote adoption by highlighting the economic value of .ng domains across sectors.
“Without media, .ng stays technical. With media, it becomes economic,” he said.
NiRA said that over 240,000 .ng domains have been registered so far, with projections indicating continued growth as Nigeria targets a $1 trillion economy by 2030.
Telecom
Tech Shake-Up: Snap Cuts Hundreds as AI Drives Efficiency Push

Snap Inc., the parent company of Snapchat, has announced the layoff of about 1,000 employees as part of efforts to improve efficiency through artificial intelligence.

Evan Spiegel, chief executive officer, disclosed this in a memo on Wednesday, noting that the cuts represent about 16 per cent of the company’s full-time workforce and include the elimination of more than 300 unfilled roles.
Spiegel said advancements in artificial intelligence were enabling teams to reduce repetitive tasks, increase productivity and accelerate project execution.
“We believe that rapid advancements in artificial intelligence enable our teams to reduce repetitive work, increase velocity and better support our community, partners and advertisers,” he said.
He added that smaller teams using AI tools had already delivered meaningful progress across key initiatives.
The California-based firm said the restructuring would help cut over $500 million in annual costs by the second half of the year, providing a clearer path to profitability.
Spiegel described the decision as difficult, expressing regret over the impact on affected employees.
“This is an incredibly difficult decision, and I am deeply sorry to the colleagues who will be leaving us,” he said.
Snap joins a growing number of technology companies downsizing their workforce while citing productivity gains from artificial intelligence.
The company has undergone multiple rounds of layoffs in recent years amid stiff competition from rivals such as Instagram, TikTok and YouTube.
Meanwhile, activist investor Irenic Capital Management recently disclosed a 2.5 per cent stake in Snap, calling for cost-cutting measures, including a review of its Spectacles smart glasses unit.
Shares of Snap rose by more than 7.5 per cent following the announcement, although the stock remains down compared to earlier in the year.
Data from Layoffs.fyi shows that more than 72,000 employees have been laid off by nearly 90 tech companies globally so far in 2026.
Telecom
NBC Warns Broadcasters Against Bullying Guests, Passing Opinions as Facts

National Broadcasting Commission (NBC) has cautioned broadcast presenters against bullying guests during live interviews or presenting personal opinions as facts, warning that such actions will attract sanctions.

NBC
In a statement issued on Friday, the commission said it had observed a rise in violations of the sixth edition of the Nigeria Broadcasting Code across news, current affairs and political programmes.
“Broadcast platforms are increasingly being deployed in ways that depart from their core obligation to inform the public with accuracy, balance and professionalism,” the NBC said.
The commission noted that some anchors and presenters were deviating from professional standards by denying fair hearing to opposing views and compromising neutrality during broadcasts.
It stressed that such conduct violates provisions of the broadcasting code, which require impartiality and fair representation of all sides on issues of public interest.
“Henceforth, any anchor or presenter found to have expressed personal opinion as fact, bullied or intimidated a guest, denied fair hearing to opposing views, or otherwise compromised neutrality, shall be deemed to have committed a Class B breach,” the statement added.
The NBC also raised concerns over the growing use of broadcast platforms by political actors to promote divisive, inflammatory and unverified content.
It emphasised that broadcasters bear full editorial responsibility for all material aired, including live programmes, and cannot transfer that responsibility to guests.
The commission reiterated its commitment to enforcing strict compliance with the broadcasting code, warning that violations involving hate speech, incitement and imbalance would attract appropriate sanctions.
Telecom2 days agoAirtel Nigeria Suspends Airtime and Data Credit Services
E-Financial2 days agoCourt Suspends Enforcement of FCCPC’s Reform on Loan Apps
Telecom2 days agoFCCPC Denies Banning Airtime Borrowing, Blames Cartel for Misinformation
E-Financial2 days agoFG Rules Out Borrowing from IMF’s $50Bn Support Fund
E-Financial2 days agoCBN Introduces Overnight Financing Rate to Compete with US, EU
General News2 days agoAfriStakes Unveils Platform to Connect SMEs with Investors
News2 days agoNITDA, CAC Activate Cybersecurity Measures Amid System Concerns
General News2 days agoNigeria’s Human Capital Key to Global Competitiveness – NITDA DG



















