General News
Consumer Experience to Overtake Product, Price as Brand Differentiator
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.
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.
General News
NCDC Unveils Toolkit to Strengthen Disease Surveillance, Forecast Outbreaks

Nigeria Centre for Disease Control and Prevention (NCDC) has launched a pioneering toolkit designed to strengthen disease surveillance and forecast outbreaks, positioning the country for a more proactive public health response.
The launch also featured the unveiling of a Vulnerability Matrix and an Integrated Monitoring and Evaluation Framework, marking a major step in Nigeria’s effort to reinforce epidemic preparedness through data-driven, cross-sectoral collaboration.
Speaking at the launch in Abuja, Dr. Olajide Idris, the director-general of NCDC, described the new tools as a major milestone in Nigeria’s epidemic intelligence architecture.
Represented by Dr. John Oladejo, the director of special duties at the NCDC, he said the toolkit responds to the urgent need for timely and integrated disease intelligence across the human, animal and environmental health sectors.
“This toolkit is our response to that challenge,” he said, noting that the development of the tools was catalysed by findings from the 2023 Joint External Evaluation (JEE), which highlighted significant gaps in the country’s existing surveillance systems. He added that the framework would serve as a foundation for a climate-smart early warning system, powered by data and cross-sector insights.
“We are moving towards a system that can predict outbreaks before they escalate – saving lives, protecting livelihoods and preserving economic stability,” Idris stated.
The toolkit was developed by the NCDC in collaboration with Data.FI, a U.S. government-supported project led by Palladium International, alongside strategic partners such as the Federal ministries of Health, Environment and Agriculture; the Nigeria Meteorological Agency (NiMet); the World Health Organisation (WHO); Resolve to Save Lives and academic institutions.
Otse Ogorry, country director of Data.FI Nigeria, explained that the project was born out of a desire to rapidly address the JEE’s finding that Nigeria lacked a functional multi-sectoral early warning system.
He said the framework allows stakeholders to forecast disease outbreaks based on environmental triggers like rainfall, flooding and heatwaves – events increasingly linked to disease patterns due to climate change.
“For example, spikes in rainfall can signal potential cholera outbreaks, while heatwaves may indicate heightened risk for cerebrospinal meningitis,” Ogorry said.
“The goal is to enable public health agencies to act before diseases take hold – shifting from reactive to preventive response models.”
Ogorry emphasised that the framework aligns with Nigeria’s One Health strategy, which integrates data from human, animal and environmental health sectors to manage shared health risks more effectively. He said initial implementation revealed challenges in harmonising data-sharing systems and aligning agency priorities, but these were overcome through sustained engagement and coordination under NCDC’s leadership.
“We had to bring together the ministries of Environment, Livestock Development and Health. Initially, collaboration was difficult due to differing mandates and data systems, but we eventually found common ground,” he said.
“This toolkit now belongs to the Nigerian government. It will be revised periodically to reflect emerging realities.”
According to Ogorry, the system has already been piloted nationally and tested in Nasarawa State and the Federal Capital Territory (FCT), with feedback from stakeholders used to fine-tune its features.
He also noted its interoperability with the Surveillance Outbreak Response Management and Analysis System (SORMAS), Nigeria’s digital disease surveillance platform, which will strengthen early detection and response.
Dr. Samuel Anzaku, director of veterinary public health and epidemiology at the Federal Ministry of Livestock and Development, commended the inclusivity of the development process.
He said the collaborative workshops, held in multiple locations including Lagos and Abuja, created a sense of ownership and ensured that the final product addressed both technical and field-level realities.
“This is not just another project – it’s a government-owned framework that can be adapted to meet sector-specific needs, especially for tackling zoonotic diseases and other emerging health threats,” he said.
“It may not solve every challenge in the system, but it certainly gives us a structured pathway to respond more effectively.”
Also speaking, Dr Fatima Saleh, director of surveillance and epidemiology at the NCDC, highlighted the critical role of interagency collaboration and community involvement.
She said Nigeria’s progress in surveillance and epidemic preparedness could not have been achieved without the joint effort of technical institutions, policy makers and grassroots actors.
“The work we do at the NCDC is not a one-man show. It’s a demonstration of integrated, multi-sectoral partnerships that have helped us strengthen our International Health Regulations (IHR) core capacities,” she said.
“As we move forward, we must prioritise inclusivity in our interventions – because the more communities feel involved, the more sustainable our solutions become.”
Saleh said the new tools would enhance Nigeria’s capacity to prepare for pandemics and mitigate the impact of public health emergencies, particularly in vulnerable communities.
She urged all stakeholders to remain committed to the full implementation and adaptation of the framework across regions.
Public health experts at the event praised the initiative as a model for low- and middle-income countries aiming to enhance pandemic preparedness through climate-sensitive, data-driven and collaborative systems.
The launch concluded with a unified call for strong political will, strategic investment and continuous refinement of the toolkit to ensure it remains responsive to Nigeria’s evolving health landscape.
General News
REX Insurance Launches Digital Platforms for Motor Insurance Sales

Rex Insurance has launched its new digital platforms designed to revolutionise the way motor insurance is accessed and purchased. The company said the strategic initiative marked a significant step towards enhancing customer experience and expanding market reach.
It further said the newly launched digital platforms, comprising an E-portal and website allows customers to purchase all Rex Insurance motor insurance policies with ease and transparency.
It said the platforms have been optimised for speed, simplicity, and security, enabling real-time policy issuance, digital payments, and instant policy document delivery.
Mrs. Ebelechukwu Nwachukwu, the Managing Director & Chief Executive, Rex Insurance Limited. while speaking on the development reaffirmed the company’s focus on customer satisfaction and regulatory adherence. She said to further fulfill the company’s mission of protecting individuals and their assets, Rex Insurance was simplifying the process for vehicle owners to obtain the mandatory policy, ensuring they met all legal obligations.
Also speaking on the initiative, Mr. Adeyinka Aderombi, Chief Digital Information Officer, Rex Insurance said the future of insurance sales was digital – where customers expected seamless, intuitive, and instant purchasing experiences.
Adeyinka further added that by integrating real-time underwriting and instant policy issuance, REX was turning what used to take days into a matter of clicks and every digital transaction in its platform was built with robust safeguards, ensuring customer data was protected at every step.
“At Rex Insurance, we have combined cutting-edge technology with unwavering commitment to privacy and compliance.The rise of digital insurance sales is not just a trend—it’s a transformation and our goal is to make buying insurance as effortless as possible – simple, secure, and stress-free,” he said.
General News
Airtel Nigeria Celebrates Workforce Milestones

In a bold move that reinforces its position as one of the country’s most people-forward organisations, Airtel Nigeria has promoted 91 employees across several business functions. These career advancements, which were announced last week, are centred on employee performance, wellbeing, and inclusion.
These promotions are not just numbers; they are stories of excellence, dedication, and the company’s steadfast commitment to building a strong talent pipeline. By championing internal mobility and career growth, Airtel continues to offer its people more than just jobs but a journey of growth.
Speaking on the significance of these employee strides, Airtel Nigeria CEO Dinesh Balsingh, said: “At Airtel Nigeria, we believe people are our greatest asset. That’s why we will continue to reward top performers, not just as a gesture, but as a principle. When you recognise excellence, you inspire more of it.
“Our vision is to build a culture where hard work is seen, growth is enabled, and every team member feels empowered to give their best. As we move forward, we remain committed to creating an environment where talent thrives and our people continue to grow with the business.”
Beyond professional development, Airtel Nigeria has taken a major step toward supporting the emotional and mental well-being of its workforce with the introduction of a comprehensive Employee Assistance Program (EAP).
This initiative provides employees and their families with access to professional counselling, including a dedicated helpline to support them through personal loss, stress, or other life challenges. This human-first approach reflects the company’s recognition that every high-performing employee is first and foremost a whole person with dreams, families, and feelings.
Additionally, as part of its long-standing vision for an inclusive workplace, Airtel Nigeria has also made remarkable progress on gender diversity. With women now representing 26.7% of the workforce and a clear path towards a 30% benchmark, the company’s investment in gender inclusion is intentional and data-driven. Through initiatives like the Airtel Women Network, the company is empowering female professionals to lead, innovate, and inspire.
Building on the CEO’s remarks, Adebimpe Ayo-Elias, Director of Human Resources and Administration at Airtel Nigeria, further emphasised the company’s commitment to human capital development and workplace inclusion.
“At Airtel, we know our people don’t leave their emotions at the door. That’s why our Employee Assistance Program is so important; it’s about creating a culture where everyone feels heard, supported, and safe, even in difficult moments. But our work doesn’t stop there. With every woman who rises and every young talent we nurture, we’re shaping a workplace that’s not only high-performing but truly inclusive, resilient, and reflective of the society we serve,” she said.
These achievements reflect Airtel Nigeria’s deeper commitment to prioritising its people by recognising and investing in their growth and well-being. Airtel is not only redefining telecoms but also helping shape the future of work in Nigeria.
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