Broadcasting
Boosting Profitability and Enhancing Deeper Customer Engagement with Conversational Banking
By Marina Bolfan, Senior Customer Growth Executive at Infobip Nigeria
Nigeria’s banking sector is becoming increasingly more competitive. This is especially the case within the digital banking space where traditional banks not only have to compete against each other in the use of cutting-edge technology to deliver better financial services, but also having to contend with emerging fintechs driven by the need to accelerate financial inclusion.
Marina Bolfan, Senior Customer Growth Executive at Infobip Nigeria
For financial institutions to maintain a competitive edge, it is becoming crucial to embark on a deeply rooted customer engagement strategy that will enable them to create strong and long-lasting relationships with their customers. Today, modern customers have various options at their disposal and are willing to switch to another bank should they feel dissatisfied with the Customer Experience (CX) at their current financial institution.
On the other hand, customers who feel connected with their bank are more likely to remain loyal and will even recommend the bank to other users. Loyal customers are also more likely to use banking services regularly and to try out new products and services. This ultimately leads to greater revenue generation and profitability for the financial institution.
As such, key stakeholders within the banking sector have come to the realisation that value innovation from a customer experience perspective is required, where new tactics to improve banking experiences from an end-to-end customer engagement viewpoint should be adopted to facilitate the launch of new business models backed by analytical insights.
New communication channels
Considering the current landscape, banks that continue to use traditional or conventional digital channels of communication such as SMS, USSD, email and mobile apps, are placed at a disadvantage and are less likely to gain a lead in the market. Instead, the rise of digital banking is prompting banks to focus on new communication channels that will tie their customers to them through enhanced experiences, that result in a better CX. While traditional channels will still remain part of the banking landscape, banks must provide additional banking channels and customer engagement platforms to compete in today’s market.
Part of this strategy is for banks to provide conversational or chat banking that takes offline banking online by enabling customers to interact with chatbots, voice assistance systems, human agents, and online chats that can provide personalised advice without customers having to visit a branch. Conversational banking enables banks to shift towards hyper-personalisation, automation and 24/7 availability, which can be harnessed to deliver personalised and seamless experiences while also driving cost efficiency for the business. This results in improved CX and drives business growth, which is ultimately every bank’s main goal.
Rich Communication Services
Rich Communication Services (RCS) is a channel that is becoming integral to conversational banking. While still relatively new to Nigeria, RCS can be seen as an upgraded version of SMS, complete with the rich features of a chat app. Rich features include images, videos, and audio files that can be seen in RCS messages and that provide a more engaging and personalised experience for customers. RCS offers a wide range of features that can improve CX, including interactive functionality that enables customers to make bill payments or balance enquiries, while providing privacy and security through end-to-end encryption.
The main value of incorporating an RCS channel is that it yields better customer engagement, increases trust and builds long-term customer relationships. By sending RCS messages, banks can ensure that customers gain higher visibility of their brand, while also presenting new offers and campaigns in a more effective way, such as information about loans, changing interest rates or new credit cards. Banks can also use RCS to send notifications or useful reminders about card activations or payment instructions.
While RCS is new to the local market, the opportunities it presents are huge and use cases will grow exponentially as the channel gains traction. Conversational banking should ultimately provide a seamless flow of conversation to ensure positive CX and manage a host of complex transactions that will lead to a deeply rooted engagement that translates into a long-term relationship between a bank and its customers.
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.
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
A Federal High Court in Lagos has restrained the National Broadcasting Commission (NBC) from sanctioning or punishing broadcast stations and presenters over the expression of personal opinions, alleged bullying of guests, or failure to maintain neutrality on air.
NBC
Justice Daniel Osiagor granted the interim injunction following an ex parte application filed by the Socio-Economic Rights and Accountability Project (SERAP) and the Nigerian Guild of Editors (NGE).
The court specifically restrained the NBC, its officers, agents and affiliated persons from enforcing its recently issued “Formal Notice” or imposing sanctions, fines or penalties on broadcasters based on provisions of the 6th Edition of the Nigeria Broadcasting Code, pending the hearing and determination of the substantive suit.
SERAP and NGE had approached the court to challenge what they described as an arbitrary and unlawful move by the commission to punish broadcasters for allegedly expressing personal opinions as facts, bullying or intimidating guests, or failing to maintain neutrality during programmes.
The groups also asked the court to determine whether the provisions of the Nigeria Broadcasting Code relied upon by NBC were inconsistent with the 1999 Constitution, as amended, and Nigeria’s international human rights obligations.
The suit followed an April statement by the NBC in which it raised concerns over what it described as increasing violations of the broadcasting code across news, current affairs and political programmes.
The commission had warned that presenters who expressed personal opinions as facts or bullied guests during live broadcasts would be sanctioned.
However, Justice Osiagor, in his ruling, held that pending the hearing of the substantive matter, the commission must refrain from using the formal notice to threaten, sanction or punish broadcast organisations and on-air personalities under the contested code provisions.
The matter was adjourned until June 1, 2026, for hearing of the motion on notice.
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