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Consumer Experience to Overtake Product, Price as Brand Differentiator

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Fatima Sullivan, vice president of Customer Services for DHL Express Sub-Saharan Africa
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In an ever changing and fast paced world where alternatives are rife, customer experience is rapidly becoming one of the most important elements of a business’ success.

According to the Institute of Customer Service, the driving factor that will determine decisions going forward will be the level of acustomer’s intellectual and emotional engagement with the purchase.

Fatima Sullivan, vice president of Customer Services for DHL Express Sub-Saharan Africa, says, “If the customer is not the key focus in all activities, whether it is improvements in delivery times or query resolution processes, efforts are wasted. Customers know what they want, and how they want it. You just need to listen to them.”

She points to the recently released Walker report titled Customers 2020, which reveals that by 2020, customer experience will overtake product and price as the key brand differentiator, and therefore more emphasis will need to be placed on the experience a company delivers to create a competitive advantage.

“The voice of the customer is therefore an important element to consider when planning your strategies. Customers want to engage with companies who can not only provide a service, but are able totailor-make solutions and respond quickly to changing demands. In the logistics industry, where unforeseen delays may arise, it’s important to be able to react quickly and proactively communicate with your customers. Engaged customers understand that things go wrong sometimes, but they need to trust that you are able to recover from it in a fast and professional manner,” added Sullivan.

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It’s not just about problem resolution, but more importantly, about determining the root-cause, and to ensure that the problem does not occur again.

“Customers should also be able to access various escalation channels easily – there’s nothing worse than situations where frustration levels are high and you cannot track down the right person to assist you. In DHL’s case, we introduced a best-in-class feature to our website which we refer to as Straight to the Top (STTT). This allows customers to have access to the DHL Express Senior management team, including the Africa Management Board. It’s all about accessibility and speed of query resolutions.”

“We need to make sure that every individual in the business understands the impact they can have on the customer experience, and focus on the smaller details that drive quality. An insanely customer-centric culture can only be achieved if all employees have the same goal in mind – to delight the customer at every opportunity.”

“We service over 40,000 customers across Sub Saharan Africaand the only way we are able to provide the service quality that our customers have been accustomed to is by having a team of 3500+ Certified International Specialists, all focused on the same thing. Your people are the golden thread that keeps it all together. You can have the best customer feedback tools and CRM systems, but if you don’t have the right people analyzing the data and implementing the solutions, your business cannot move forward,” Sullivan said.

 

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Nigeria Facing Rising Cybercrime Losses – Report

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Nigeria is experiencing a complex cybersecurity landscape where reported fraud incidents have decreased by nearly 46 percent over the past four years, yet financial losses from cybercrime are on the rise, according to Check Point Software.

Nigeria Facing Rising Cybercrime Losses - Report

This trend is attributed to sophisticated schemes developed by cybercriminals who are increasingly targeting the nation’s rapidly digitizing economy, with further coverage provided by Dark Reading.

Nigeria’s digital transformation has made it a prime target for cybercriminals.

In June 2026, organizations in the country faced an average of 4,361 attempted attacks weekly, ranking it second in Africa for cyber threats.

While the volume of detected threats fluctuates, it consistently remains elevated, often double the global average.

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The Nigerian government is developing a new cybersecurity framework, expected later this year, which will mandate incident reporting, set minimum cybersecurity investment levels, and foster public-private collaboration.

Despite a decrease in the number of reported fraud incidents, financial losses have escalated, with digital payment fraud reaching ₦25.85 billion (US$18.7 million) in 2025.

Insider threats, including SIM swap fraud and account compromise, are significant contributors to these losses. Many organizations, particularly smaller businesses, lack adequate training and resources, making them more vulnerable.

The country’s cybersecurity maturity is ranked at a moderate level, and effective enforcement of existing regulations, such as the Data Protection Act, will be crucial to combatting the growing financial impact of cyberattacks.

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TotalEnergies Inaugurates Africa’s Largest Hybrid Renewable Project

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TotalEnergies, together with its partners Hydra Storage Holding and Reatile Renewables, inaugurates Hydra project, the largest hybrid renewable energy project in Africa, located in South Africa’s Northern Cape province.

The project combines a 216 MW solar photovoltaic plant with a 500 MWh battery energy storage system, marking a significant contribution to the country’s Just Energy Transition program that aims to decarbonise the economy thanks to renewable energy sources.

The facility will supply 75 MW of dispatchable renewable electricity to the national grid continuously between 5:00 a.m. and 9:30 p.m., under a 20-year power purchase agreement signed with Eskom. This represents more than 400 GWh of electricity per year, equivalent to the consumption of approximately 200,000 South African households.

“We are delighted, together with our partners Reatile Renewables and Hydra Storage Holding, to bring the Hydra project into operation. It enables us to supply dispatchable renewable power to the South African grid, thereby strengthening the country’s energy security while decarbonising its electricity generation.

This project reinforces our renewable production capacity in South Africa, the continent’s largest power market in terms of electricity consumption”, said Magali Pailhé, Managing Director of TotalEnergies Southern Africa.

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Hydra project has been developed by a consortium composed of TotalEnergies (35%), Hydra Storage Holding (35%) and Reatile Renewables (30%). It is part of the South Africa’s Risk Mitigation Independent Power Producer Procurement Programme launched by the Department of Mineral Resources and Energy.

 

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BOI Pledges to Drive Nigeria’s Cocoa and Dairy Sectors with 70% of its €85m EIB Facility

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L-r: Ayo Sotinrin, MD/CEO, Bank of Agriculture; Massimo De-Luca, Head of Cooperation of the European Union Delegation to Nigeria and ECOWAS; Olasupo Olusi, MD/CEO, Bank of Industry (BoI); Abubakar Kyari, Minister of Agriculture and Food Security; John Owan Enoh, Minister of state for Industry and Investment, and Dennis Idahosa, Deputy Governor, Edo State during the Africa Cocoa Value Addition Summit, with the theme "From Bean to Brand" held in Abuja recently.
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Bank of Industry (BOI) has secured a €60 million credit facility from the European Investment Bank to fund Nigeria’s cocoa and dairy value addition drive, with a focus on processing, ingredients and chocolate manufacturing.

Dr. Olasupo Olusi, Managing Director/CEO of BOI, disclosed this on Tuesday, during the Africa Cocoa Summit convened in Abuja by the Federal Ministry of Industry, Trade and Investment with the aim of transitioning Africa from exporting raw beans to local processing and branding.

Also known as the Cocoa Value Addition Summit with the theme: ‘From Bean to Brand,’ it was attended by leaders and stakeholders from Nigeria, Ghana, Côte d’Ivoire, and Cameroon who signed the Abuja Declaration to establish the Cocoa Value Addition Alliance (CVAA).

According to Olusi, the €60 million forms part of the €85 million EIB–BOI facility, backed by the European Union under the Global Gateway initiative, and designed specifically to strengthen these critical sectors in Nigeria.

“This agreement reinforces the Bank of Industry’s commitment to unlocking long-term, affordable finance for priority sectors that drive inclusive growth. Approximately 70% of the €85 million financing facility will be channeled to Nigeria’s cocoa and dairy sectors, which BOI considers among the industries with the greatest potential to create jobs and retain foreign exchange earnings.”

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“We are particularly focused on cocoa value chains, which provide livelihoods for thousands of Nigerians. Through this initiative, we aim to enhance productivity, value addition, and market linkages that will directly improve the incomes of farmers and processors,” he said.

The BOI MD said that the bank would prioritise lending to processors, cooperatives, and MSMEs that add value locally, rather than only to traders exporting raw beans, adding that the era of celebrating volume of raw exports must end, as Nigeria loses billions by shipping beans and importing finished chocolate. According to him, the goal is to create factories around cocoa communities so that value, jobs, and taxes remain in Nigeria.

However, Olusi noted that financing alone is not enough, and as such, BOI will complement the loans with technical assistance on compliance, climate standards, and access to the EU market. BOI, he said, will also support farmers and processors to meet the EU Deforestation Regulation and other international environmental and social standards.

Citing BOI’s track record, Olusi said the bank disbursed over ₦164 billion in 2025 to more than 3,500 agro and food-processing businesses. The support financed factories, mills, packhouses, and cold chains, and linked nearly 48,000 smallholder farmers into industrial value chains.

He said the new financing would target the entire ecosystem, from nurseries and farmer cooperatives to grinding plants, ingredient factories, packaging lines, and chocolate manufacturers.

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Speaking also at the summit, President Bola Tinubu called for a decisive shift from Africa’s long-standing dependence on exporting raw cocoa beans, urging producing countries to prioritise value addition and capture a larger share of the global chocolate industry’s wealth.

The President who was represented by the Minister of Agriculture and Food Security, Senator Abubakar Kyari, noted that although Africa accounts for about 70 per cent of global cocoa production, the continent retains only six cents of every dollar generated by the global chocolate industry.

He stressed that Nigeria was committed to processing more of its cocoa locally, expanding chocolate manufacturing, building indigenous brands and competing more effectively in international markets, rather than continuing to export raw cocoa beans.

According to the President, cocoa value addition remains a key component of the Renewed Hope Agenda and the country’s broader industrialisation strategy, and disclosed that investors are developing a 70,000-tonne cocoa processing facility in Shagamu, Ogun State, while Nigeria’s cocoa grinding capacity has already surpassed 120,000 tonnes annually.

Earlier, the Minister of Industry, Trade and Investment, Dr. Jumoke Oduwole, said the summit aligns with the Federal Government’s ambition of building a one-trillion-dollar economy by 2030.

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She observed that despite Nigeria’s significant contribution to global cocoa production, the country continues to earn only a small fraction of the value created across the cocoa value chain.

According to Oduwole, the Federal Government is promoting greater value addition through manufacturing incentives, investment promotion and stronger collaboration among relevant institutions.

She added that the government would also deepen market access by leveraging existing trade partnerships and opportunities under the African Continental Free Trade Area (AfCFTA), while encouraging investors to take advantage of regional and global value chains to unlock the sector’s full economic potential.

Also speaking, the Minister of State for Industry, Senator John Owan Enoh, described the summit as another milestone in implementing Nigeria’s Industrial Policy, and announced plans for the establishment of the Cocoa Value Addition Alliance, bringing together Nigeria, Ghana, Côte d’Ivoire and Cameroon, countries that collectively account for about 75 percent of global cocoa production.

According to Enoh, the alliance is designed to strengthen regional cooperation, promote local processing, and enable producing countries to capture greater value from the global cocoa market.

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“We are not here to disrupt existing partnerships but to expand them,” he said.

Enoh urged African cocoa-producing nations to move beyond exporting raw beans and instead focus on developing branded cocoa products capable of competing successfully in global markets.

On his part, the Chief Executive of the Ghana Cocoa Board (COCOBOD), Dr. Ransford Abbey, urged African cocoa-producing countries to deepen domestic processing.

“I am here to support the effort and commit to a joint effort towards increasing value for our hardworking cocoa farmers and our respective economies,” Abbey said.

He said Africa produced about 75 per cent of the world’s cocoa but earned less than 10 per cent of the global chocolate industry’s wealth.

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“This system cannot continue. We must shift the paradigm from exporting raw poverty to creating refined wealth right here on the African continent,” he said, adding that stronger regional collaboration, investment and technology transfer will help African countries capture greater value from the global cocoa economy.

The Head of Cooperation of the European Union Delegation to Nigeria and ECOWAS, Mr. Massimo De Luca, reiterated the importance of value addition in the cocoa value chain. While expressing the support of the EU, he called on governments of the various countries to ensure they play their part in ensuring that proper framework necessary for the success of the initiative was established and clarified.

 

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