E-Business
After Data WAR, What Next for Telcos’ Customers
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.
E-Business
Organizations Face New Attacks via Unpatched TrueConf Videoconferencing Servers, Kaspersky Warns
Kaspersky has discovered a new multi-stage attack by the Head Mare APT group against organisations with PhantomCore and PhantomGraph backdoors. To deliver these backdoors, the attackers exploit vulnerabilities in unpatched TrueConf videoconferencing servers and can also replace TrueConf client installers with infected ones.
Kaspersky reported the attacks to the vendor; the vulnerabilities were fixed in the latest TrueConf Server update on June 18, 2026 (versions 5.3.9, 5.4.9, and 5.5.5).
To compromise the TrueConf server, attackers exploited a combination of two vulnerabilities (assigned internal Kaspersky identifiers are KLCERT-26-057 and KLCERT-26-058), which allowed the attackers to execute any code with maximum privileges. By exploiting these vulnerabilities, they replaced one of the server’s files with their own web shell.
The attackers then used this shell to collect information about the victim organisation’s IT infrastructure, gain privileged access to the TrueConf server database, and replace the client installer with an infected one. The attack applies to TrueConf servers in versions 5.3.X prior to 5.3.9, 5.4.X prior to 5.4.9, 5.5.X prior to 5.5.5, and earlier.
For users of TrueConf software, the attack looks like this: video conference participants connecting to the compromised server are prompted to download and install an “updated version” of the client application. In reality, as a result of this, malware gets onto the device.
“Exploiting vulnerabilities in popular services is one of the most common methods used by attackers. This campaign is particularly dangerous because it puts at risk not only organisations using unpatched TrueConf servers.
“Even if a company doesn’t use this solution, its employees can connect to compromised servers at the invitation of their counterparties to participate in online meetings. As a result, they may unknowingly download infected installation packages, creating the potential for compromising a large number of enterprises across different countries,” comments Evgeny Goncharov, Head of Kaspersky ICS CERT.
The 2026 FIFA World Cup, Africa Cup of Nations (AFCON), Iran-Israel conflict, and the controversy involving social media activist VeryDarkMan and businessman Blord dominated Google searches by Nigerians between January and July.
This is contained in a review of anonymised Google Trends data released on Friday, which ranked the major stories that generated the highest search interest in Nigeria during the period.
The World Cup recorded the highest search volume, with Nigerians following the Super Eagles’ campaign, major matches, entertainment performances and developments throughout the tournament.
The data showed that searches around the tournament far exceeded those recorded for other major events during the seven-month period.
The Super Eagles’ AFCON semi-final defeat to Morocco also generated significant search interest, with “Nigeria vs Morocco” among the leading individual searches.
Senegal eventually won the AFCON title after defeating Morocco in the final on Jan. 18.
The 2026 Winter Olympics in Milan-Cortina, Italy, also attracted substantial interest from Nigerians in February, including searches around ice hockey and other events.
Google Trends data further showed increased searches around Iran and the Strait of Hormuz following the escalation of tensions in the Middle East.
Searches including “Iran news,” “Israel Iran war” and “Strait of Hormuz meaning” featured prominently as Nigerians sought information on the conflict and its possible impact on global oil prices.
The Strait of Hormuz is a major global oil transit route, carrying about one-fifth of the world’s oil supply.
The controversy involving cryptocurrency entrepreneur Blord and social media activist VeryDarkMan also maintained strong search interest for several months.
The saga peaked around Blord’s arrest and subsequent remand in Kuje prison in April, followed by his release on bail 16 days later.
Searches for “Who is Blord” also featured prominently, indicating growing interest among Nigerians seeking background information on the businessman.
The death of celebrities also generated significant search activity during the period.
Afro-fuji singer Destiny Boy, who died in January at the age of 22, remained in the news amid investigations into his death and an autopsy.
The death of American actor Eric Dane, known for his roles in Grey’s Anatomy and Euphoria, also generated substantial searches in February.
Similarly, the reported death of Nollywood actor Alexx Ekubo in May, at the age of 40, generated renewed search interest in June during his burial ceremonies.
Political and legal developments were also among the major subjects searched by Nigerians.
Former Minister of Power, Saleh Mamman, who was sentenced to 75 years in prison over an alleged N33 billion fraud, generated significant interest following his arrest by the Economic and Financial Crimes Commission (EFCC) in Kaduna in May.
The political crisis involving Mudashiru Obasa and his return as Speaker of the Lagos State House of Assembly also featured prominently.
Globally, Nigerians showed strong interest in the release of millions of pages of documents relating to the late American financier Jeffrey Epstein.
Meanwhile, internet culture accounted for some of the lighter moments in the search rankings.
The Gen Z meme “67” became one of the most searched terms in January, generating curiosity among older Nigerians over its meaning.
The trend originated from a U.S. rap song and became popular among young people, with the phrase often used without a specific meaning.
In April, the case involving Opeyemi Awodoyin, an OPay customer who reportedly received N100,000 in error and declined to return the money, also attracted widespread online interest and public debate.
The reported hantavirus outbreak aboard a cruise ship further prompted Nigerians to search for information about the disease in May.
Celebrity-related stories also featured prominently in the rankings.
Veteran broadcaster Frank Edoho’s confirmation of his divorce and subsequent allegations involving his former wife generated considerable search interest in May.
In July, music promoter Sam Larry survived a road crash on the Lagos-Calabar Coastal Road which reportedly claimed the life of his bodyguard, leading to renewed online discussions around the late singer Mohbad.
In the entertainment sector, Wizkid and Asake’s “Jogodo” dominated searches around January, while Asake’s album generated renewed interest in May.
The 2026 Grammy Awards also attracted substantial search traffic, with Nigerians searching for winners and other developments from the ceremony.
Bad Bunny’s Super Bowl halftime performance also generated significant interest, while films including Mortal Kombat 2 and Christopher Nolan’s The Odyssey featured among popular entertainment searches.
Footballer Zadok Yohanna’s reported €28 million transfer to Brighton also attracted attention, particularly among Nigerian football followers.
Commenting on the findings, Taiwo Kola-Ogunlade, Communications and Public Affairs Manager, West Africa, Google, said search data provided an insight into issues commanding Nigerians’ attention.
“Search data is the most honest record of national attention we have, because nobody performs for a search bar,” he said.
According to him, Nigerians did not only consume major stories but actively searched for explanations and context surrounding them.
The rankings were based on peak monthly search interest in Nigeria between January and July 2026, with related queries grouped together.
The top 25 trending searches during the period included the FIFA World Cup 2026, 2026 Winter Olympics, AFCON Nigeria vs Morocco, Iran and the Strait of Hormuz, Blord, Alexx Ekubo, “67”, Destiny Boy, Erling Haaland and France’s World Cup campaign.
Others were the Grammy Awards 2026, Epstein files, hantavirus, Saleh Mamman, Obasa impeachment saga, Sam Larry, Shakira and Burna Boy’s World Cup performance, Zadok Yohanna, Eric Dane, Opeyemi Awodoyin, Bad Bunny’s Super Bowl halftime show, Frank Edoho, Mortal Kombat 2, The Odyssey and “Jogodo” by Wizkid featuring Asake.
Google Trends provides access to an anonymised sample of search requests made to Google and categorises the information to show collective search interest across regions and over time.
Kaspersky’s latest survey highlights a protection gap between macOS and Windows based devices. While macOS has long been regarded as the more secure operating system, 12% of its users reported malware infections compared with 9% of Windows users. Moreover, only 35% of macOS owners install dedicated security software, versus 42% of Windows users.
According to Kaspersky’s latest global survey*, Windows users report a higher adoption rate for most security measures, while macOS users show a modest advantage in a few privacy‑focused actions. At the same time, during the past year macOS users reported higher percentages than Windows users for a number of cybersecurity incidents.
The largest gap in cybersecurity approaches appears in the habit of not opening suspicious emails or links, with 62% of Windows users following this practice compared to 51% of macOS users.
What’s more, when it comes to cybersecurity software installation, macOS users are also lagging behind. While among Windows users 42% reported using digital‑life‑protection software, for macOS this rate is only 35%, what Kaspersky security experts call a worryingly low figure.
It is noteworthy that 12% of macOS respondents said they fell victim to phishing (fake emails, websites or messages) over the past year compared with 9% of Windows users. Moreover, during this period macOS users faced more scams and investment frauds (16% vs 13%), privacy violations (11% vs 8%) and thefts of personal data (12% vs 7%).
To counter these specific threats, robust anti-malware and anti-phishing protection is essential. Malware authors put a lot of effort into developing new, more powerful and stealthier versions of stealers, spies and other classes of malicious payloads, while relying on phishing techniques that allows them to get access to user’s data.
Dedicated security solutions add a crucial layer of real-time detection and defence that complements macOS’s built-in protection – and independent tests have repeatedly shown that effective options, such as Kaspersky Premium for macOS, deliver strong protection. In 2025, AV-TEST recognised it as the top-performing macOS security solution based on consistent, reliable results across a full year of evaluations.
When it comes to credentials and passwords safety, Windows users also show better security practices’ adoption rates. They lead in using a unique password for each account (38% vs 35%) and complex passwords (52% vs 45%), two‑factor or multi‑factor authentication (51% vs 46%).
Adopting a dedicated password manager becomes a logical next step. Such tools store all credentials in a secure vault protected by a single master password, eliminating the need to remember hundreds of passwords while keeping them safe from breaches.
They also support modern authentication methods like passkeys, enabling seamless, single-tap sign-in across all devices through secure synchronisation – capabilities offered by solutions such as Kaspersky Password Manager.
“There are entrenched stereotypes that macOS is inherently more secure because its user base is smaller, leading cyber‑criminals to deem it a lower‑value target, or because the platform itself includes many robust security features. While these observations are not entirely unfounded, the threat landscape has evolved dramatically.
Attackers actively employ phishing and commit supply chain attacks, which often allow them to affect users of any operating system in a single malware campaign. Moreover, mac specific malware is not rare and there are many malware families that target macs exclusively. Consequently, any device with an Internet connection, regardless of its operating system or form factor, requires cybersecurity software to defend against a wide range of cyber threats,” comments Sergey Puzan, cybersecurity expert at Kaspersky.
FG Seeks to Half Burkina Faso’s Internet Cost while Nigerians Pay more
Cyberthreat: New Malware, Turns Phones into Tools for Card Fraud- Report
SEC Clears Blockchain for Accelerated Regulatory Incubation Programme
Union Bank Secures Global Payment Data Security Certification
NLNG, NCDMB Boost Engineering Research with Innovation Centre
EFCC Busts NIS Visa Overstay Racket, Uncovers N700m in an Account
Fact-Check: Elon Musk’s “Tesla Pi Phone” is Internet Rumor
NBC Tasks Broadcasting Stations over 2028 DSO Global Deadline
Glo Sponsored African Voices to Feature Netflix’s “The Polygamist” Stars
NBC, INEC, Plan Joint Broadcast Monitoring Framework ahead of 2027 Elections
News2 days agoNCAA to Introduce RFID Technology to Tackle Missing Luggages
General News2 days agoNigeria Not Making Progress in Fiscal Transparency –US
Telecom2 days agoGSMA Industry Services Unveils Circularity Services to Help Operators Reduce E-Waste and Unlock Value
Telecom2 days agoMTN Nigeria Unveils Y’ello Street Museum to Mark 25 Years of Connectivity
News2 days agoFirm Urges MSMEs to Increase Digital Payments Adoption for Growth
E-Financial2 days agoSEC Directs Operators to Subscribe to NigSac Alerts, Freeze Terrorists-Linked Funds
E-Business2 days agoCyber Resilience a Critical Priority for Manufacturing Amid Rapid Digitalization – Report Shows
E-Financial2 days agoAFC Raises $430m in Digital Bond to Deepens Digital Financial Infrastructure