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#AfriTECH2021: Key takeaways from Zoho’s workshop on Driving Business Growth through CX

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Andrew Bourne, Regional Manager - Zoho Corp
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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.

 
Here are the key takeaways from Andrew’s session:
 
What do your current customers expect?

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.


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Ugo Onwuaso is an ICT enthusiast. He believes technology should be used for general good. He holds a Master of Public Administration (MPA) degree from the Lagos state University. Dear Reader, Your support matters. But we believe that technology makes life more exciting and helps improve the lives of people around Nigeria and indeed the world. That is why, we have devoted our energy to independent reportage of technology and finance and how they affect lives. Our incisive and analytical view of how technology news affects the daily life help individuals and organizations make up their minds. Quality journalism costs money. Today, we're asking that you support us to do more. Kindly support our effort to deliver technology and finance journalism to everyone in the world. Donate as little as N1,000. Bank transfers can be made to: UBA Plc 1017156876 Communication Week Media Ltd

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ATICEN Commends NLC for Suspending Strike over Telecoms Tariff Hike

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Joe Ajaero, president, NLC,
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Comrade Adede John Williams, president of the Association of Telecommunications, Information Technology, Cable Satellite Network Operators and Allied Services Employers’of Nigeria (ATICEN), has commended the Nigeria Labour Congress (NLC) for suspending the planned strike over tariff hike by Nigerian Communications Commission (NCC) for the Nigeria telecommunications operators.

ATICEN Commends NLC for Suspending Strike over Telecoms Tariff Hike

Joe Ajaero, president, NLC,

He called on members and the general assembly of the Nigeria Labour Congress, telecoms subscribers, stakeholders, and all interested parties to see the need to accept the reality of things as they unfold.

He emphasised that rising inflation, energy costs, operational costs, and currency devaluation challenges faced in the country were the key reasons for the recent tariff hike, adding that the costs of importing telecommunications equipment, the maintenance support system, and unreliable electricity supply had affected the profits supposedly accrued to telecoms operators.

He, therefore, urged the telecommunications subscribers and Nigerians to always have the interests of the services of telecommunications operators at heart for the industry’s sustainability, as the industry regulator is always championing the consumer’s protection rights.

“So, it is important to know that the recent increase in telecoms tariff was approved according to its regulatory power under Section 108 of the Nigerian Communications Act, 2003 (NCA) to regulate and approve tariff rates and charges for telecommunications operators operating in Nigeria,” he said.

Williams equally acknowledged Dr. Bosun Tijani, minister, Communications, Innovation and Digital Economy, and Dr. Aminu Maina, EVC/CEO, Nigerian Communications Commission (NCC), for taking a proactive step in managing the NLC’s planned strike.

 


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Airtel Nigeria’s Communications Director Champions Workforce Transformation at PAU Career Fair

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L-r: Senior Lecturer, Institute of Humanities, PAU, Dr. Ruth Karachi Benson Oji (Panel session moderator) and Panelists; Head, Corporate Services, Fast Credit Ltd, Olabisi Omoregie; Director of Corporate Communications and CSR, Airtel Nigeria, Femi Adeniran; and General Manager, HR & Admin, Mutual Benefits Assurance, Abike Wesey at the panel session of the Pan-Atlantic University Career Fair held on Wednesday at the University Main Campus in Lagos state.
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Femi Adeniran, the Director of Corporate Communications and CSR Airtel Nigeria, has called for a human centric approach to workforce transformation in the face of rapid technological advancements.

Mr. Adeniran made this statement during a panel discussion titled ‘Building a Workforce for the New Era: Talent, Technology, and Transformation’ at the 2025 Career Fair, hosted by Pan-Atlantic University on Wednesday, February 5, 2025, at the University main campus.

He stressed the importance of organizations prioritizing clear corporate communication, continuous learning, and reverse mentoring to foster a resilient, future ready workforce, highlighting how crucial corporate communication is in enhancing workforce agility and driving innovation.

“Organizations that master transparent and engaging communication are better positioned to integrate digital tools seamlessly while maintaining a strong human connection. It’s not just about technology; it’s about empowering people through effective engagement, and purpose-driven messaging.” He said.

Mr. Adeniran also urged organizations to invest in upskilling and reskilling their workforce, advocating for a proactive approach to talent development that ensures employees remain relevant amid industry shifts.

He highlighted Airtel Nigeria’s commitment to nurturing talent through initiatives such as the “Open Talent Economy” an ambitious initiative aimed at preparing undergraduates for the evolving demands of the modern workforce.

The panel discussion brought together leading industry experts, including Olabisi Omoregie (Head, Corporate Services, Fast Credit Ltd) and Abike Wesey (General Manager, HR & Admin, Mutual Benefits Assurance).

Moderated by Dr. Ruth Karachi Benson Oji, the discussion delved into the impact of artificial intelligence, automation, and digital transformation on employment. Panelists emphasized that while technology is reshaping job functions, human adaptability, emotional intelligence, and strategic foresight are still crucial.

The career fair reaffirms Pan-Atlantic University’s commitment to fostering meaningful engagements that bridge the gap between academia and industry. The institution remains dedicated to empowering students and professionals with the insights needed to excel in the evolving job market.

 


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MTN mPulse Inspires Excellence at Glorious Covenant School in Rivers State

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MTN Nigeria’s mPulse team recently visited Glorious Covenant School in Rivers State to celebrate the remarkable achievement of Ikenna Ikechukwu, the 2024 MTN mPulse Spelling Bee champion.

The event, held on January 22, 2025, was not just a recognition of Ikenna’s hard work but a call to students everywhere to aim higher and reach for greatness.

The event highlighted the transformative power of education and innovation. At the 2024 Spelling Bee Grand Finale in November in Lagos, Ikenna emerged the Spelling Bee champion title, and was awarded ₦5 million scholarship, a laptop, a smartphone, and an mPulse goody bag.

His win also extended to his school, which received 10 laptops and 10 MTN 5G routers, underscoring MTN’s commitment to enhancing digital education and closing the digital divide.

“This competition isn’t just about spelling words; it’s about unlocking the potential of young Nigerians and inspiring them to achieve greatness,” said Onyinye Ikenna-Emeka, Chief Marketing Officer, MTN Nigeria. “We hope to see more students step into the spotlight like Ikenna.”

For the students and teachers at Glorious Covenant School, the visit was more than a celebration—it was a challenge to dream big.

Many of the students shared aspirations of participating in future editions of the Spelling Bee, encouraged by Ikenna’s inspiring story. “Winning this competition has changed my life,” said Ikenna. “I hope my journey motivates other students to work hard and believe in their potential.”

By visiting Glorious Covenant School, MTN not only celebrated Ikenna’s success but also reinforced its commitment to empowering the next generation of leaders and innovators. Through initiatives like the mPulse Spelling Bee, MTN continues to inspire Nigerian youth to pursue excellence and achieve their dreams.


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