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Aitec Conference to Focus on Effective Customer Service

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Nigeria’s customer service and contact centre managers will be challenged to introduce world-class customer service standards at this year’s Customer Service & Contact Centre Conference and exhibitions organised by Aitec Africa in Lagos.
Over 24-25 November, an impressive line-up of international and local experts will share their experience and knowledge in this increasingly important area of business as major organisations battle to retain customers in an increasingly competitive market.
 The theme of the conference is “Achieving Excellence in Customer Service & Increasing your Market Share during an Economic Downturn.”
Announcing the conference programme, Sean Moroney, chairman, Aitec Africa, said: “Nigeria’s customer service and contact centre managers had enormous hurdles to overcome in terms of choosing the right technology for their organisations and developing capacity, skills and the right service-oriented culture for their teams. The conference has a vital role to play in helping them achieve these business objectives.”
Platinum sponsor of the event is XL Management Services, which is partnering with Direct Channel, one of South Africa’s leading contact centre operators, to establish contact centres in Nigeria. Suleman Shaik, MD of Direct Channel, will make a presentation on “Taking contact centre services from a passive to a proactive level.”
Another keynote speaker at the conference is Lynnette Morris, The Skills Facilitator from South Africa, who will speak on “Why we need to future-proof our contact centres.” She will also present an executive tutorial on this topic to provide delegates with practical guidelines on how to achieve implementation in their organisations.
Another international speaker is Olu Joseph-Asikhia, MD of Synergy Organisational Solutions in the UK, who will speak on “Your customer is your lifeblood, but what is your contact centre really saying about you?” This theme will also be emphasized by another speaker from the UK, Stephanie Edwards, MD of Customer 1st International, with a presentation on “World-class service excellence – the key to business success.”
Tony Adesanya, CEO of First Image in Nigeria, will present a workshop on “The practicalities of running a contact centre in Nigeria” as part of the conference’s aim to provide delegates with practical input that they can take back to their organizations.
Other conference speakers include: Roland Omoresemi, president of Tezza Business Solutions in the USA; Ifeanyi Obiora-Okafo, Customer Service director of  Starcomms, Nigeria; Anthony van Rensburg, Networks Division manager of  Dizengoff, Nigeria; and Kyari Bukar, MD of ValuCard, Nigeria; among others


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E-Business

Galaxy Backbone Celebrates the Federal Government’s Paperless Civil Service Milestone

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Galaxy Backbone (GBB) aligns with and celebrates the successful announcement by the Office of the Head of the Civil Service of the Federation on the achievement of a Paperless Civil Service, a significant milestone in Nigeria’s public sector reform and digital transformation agenda.

The milestone was formally highlighted at a press briefing led by the Head of the Civil Service of the Federation, Mrs. Didi Esther Walson-Jack, who commended Galaxy Backbone for its sustained support and contribution throughout the implementation of the programme.

GBB has played a critical role in enabling this transition by providing secure, scalable, and shared digital infrastructure that supports the digitisation of government processes across Ministries, Departments and Agencies (MDAs). Through the 1Government Cloud, MDAs have been empowered to migrate from paper-based workflows to digital platforms, improving efficiency, collaboration, data security, and service delivery across the Federal Civil Service.

In addition, GovMail, GBB’s secure government email platform, has strengthened official communication, enhanced records management, and reinforced cybersecurity standards—key pillars in sustaining a paperless operating environment.

Galaxy Backbone acknowledges the collective efforts of the Office of the Head of the Civil Service of the Federation, Permanent Secretaries, Directors of ICT, consultants, partners, and dedicated public servants whose commitment and collaboration ensured the smooth delivery of this initiative.

The Managing Director/Chief Executive Officer of Galaxy Backbone, Prof. Ibrahim Adeyanju, was represented at the press briefing by Akintayo Bamisaye, Acting Group Head, Research, Digital Innovation and Skills Department (RDIS).

GBB describes the achievement as a strong close to 2025 and reaffirms its commitment to supporting the Federal Government in building a modern, efficient, and digitally enabled public service.


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Jumia CEO says Black Friday Signals Nigeria’s E-Commerce Maturity

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At the close of 2025, Temidayo Ojo, the CEO of Jumia Nigeria, reflected on a year-end shopping season that points to the growing maturity of the country’s e-commerce market. “Black Friday is no longer a single, short-lived spike in activity,” he said.

“It has become a familiar, anticipated moment in the retail calendar, where consumers shop deliberately and with confidence.”

Preliminary KPIs for the two months ended November 30, 2025, show strong year-on-year growth in both orders and Gross Merchandise Value (GMV), with GMV growth outpacing order growth. This indicates that customers are placing fuller, more considered baskets rather than shopping in fragmented transactions. Nigeria ranked among Jumia Group’s better-performing markets, with engagement remaining steady throughout the Black Friday period rather than spiking briefly and tapering off.

A key factor behind this performance is the growing familiarity of consumers with online shopping. Customers are increasingly leveraging platform features such as saved carts, brand stores, and price comparison tools to plan purchases in advance. This trend suggests that digital commerce is becoming embedded in everyday habits rather than being viewed as a one-off event.

Ojo also highlighted the role of Jumia’s JForce network in connecting digital commerce to local communities. “Our agents are critical to ensuring that customers across Nigeria, including secondary cities and smaller communities, have access to variety, consistent pricing, and reliable delivery,” he said. “During peak periods like Black Friday, JForce agents can respond faster, serve more customers efficiently, and build stronger local relationships. This isn’t just a distribution channel—it’s a pathway to sustainable income and inclusion.”

Reflecting on the overall performance, the CEO concluded: “What we’re seeing this year-end is steady engagement across categories, stronger consumer confidence, and partners like our JForce agents benefiting from increased activity.

“It confirms that Nigeria’s e-commerce ecosystem is maturing, growing in a more structured and resilient way. As the December Holiday Sale continues, we expect these patterns of familiarity, trust, and participation to sustain momentum and drive both commerce and community impact across the country.”


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Galaxy Backbone Tops FG’s Website Performance Ranking

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Galaxy Backbone Limited (GBB) has been ranked first overall in the 2025 Federal Government Website Performance Scorecard.

Galaxy Backbone Tops FG's Website Performance Ranking

This is a landmark achievement for Nigeria’s digital economy.

The ranking, conducted by the Bureau of Public Service Reforms (BPSR), is the definitive benchmark for digital excellence and transparency across all Ministries, Departments, and Agencies (MDAs).

Professor Ibrahim Adepoju Adeyanju, managing director and CEO of Galaxy Backbone, received the award during a ceremony in Abuja.

He described the feat as a validation of the agency’s“Nigeria First”data sovereignty strategy and its relentless pursuit of service excellence.

This recognition comes as the Federal Government intensifies its push to achieve a fully paperless civil service by December 31, 2025.

GBB has been the primary architect of this transition through its 1Gov Enterprise Content Management (ECM) platform, which now hosts the operations of almost all federal MDAs.

The award adds to a growing list of accolades for Galaxy Backbone in 2025, following its recent win of the “International Standard Excellence Award for Best IT Service Provider.”

As the central hub for government shared services, GBB’s performance serves as a blueprint for other agencies currently undergoing digital transformation.

With its expanded fiber-optic backbone now covering over 13 states and its secure cloud solutions, Galaxy Backbone remains the cornerstone of Nigeria’s vision to become a leading digital nation by the end of the decade.

 


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