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Future of African Super Apps Relies on Great User Experience and Strong Security

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Financial institutions are increasingly relying on apps and their turbo charged cousins, super apps, for much needed revenue growth. Organisations that can offer a secure, low-friction app experience are more likely to migrate existing customers to digital channels, attract new customers and lower operational costs, giving them a much needed competitive advantage in an increasingly competitive market.

Africa is one of the fastest growing app markets in the world, with Nigeria, Kenya and South Africa showing particularly high growth since the Covid pandemic.

With rapid urbanisation, a big improvement in connectivity as well as the fact that smartphone connections in Africa are expected to double by 2025, reaching 678 million, it is reasonable to expect that the app economy will see strong growth over the next few years.

Nigeria has shown itself to be a particularly high-growth region and while the volumes of transactions made over apps in Nigeria are still fairly low, the latest figures from the Nigerian government show that app transactions in the last quarter of 2020 account for 80 percent of the value of all mobile transactions in the country.

A good app strategy requires a hard look at security

“Given the growth of apps in Africa, and the growing competitiveness in the financial services industry, it would be detrimental for regional financial institutions to ignore a solid app strategy. We have seen a considerable increase in questions around how to boost security and user experience from many African CIOs over the last 18 months,” explains Tochukwu Iwuora, pre-sales solutions lead at Entersekt. “Poor user experience and concerns over security can result in customers abandoning apps for those of competitor financial institutions, especially amongst the younger generation.”

Iwuora says that while most banking apps currently offer basic functionality such as balance checks, intra and inter-bank transfers, the demand for more functionality such as mobile payments, service subscriptions, and in-app marketplaces, which require interfacing with third parties, are rapidly increasing – and so too, the need for better security.

“When you are making a mobile data subscription or paying a utility bill on an app, you won’t want to jump through hoops when it comes to authentication. Using strong multifactor authentication at the outset means customers are going to have a far better experience. And we are seeing a definite pushback on poor user experience especially from younger users who are used to a seamless experience on their social media platforms,” he says.

Iwuora points out that the friction caused by poor authentication can become even more pronounced when users have to navigate the more function-rich and complex super apps. And, given that these are increasingly where financial institutions and MNOs are focusing their growth efforts, ensuring a slick user experience from the outset becomes critical.

User experience influences super app growth trajectory 

Mobile money was born in Africa and continues to dominate the global uptake. Taking the next step in its evolution, apps like M-Pesa in Kenya, which serves more than 47 million users across its markets, are now leveraging their network dominance.

The updated app will now allow users to book bus and train tickets, buy insurance as well as buy tickets for local events, with more options expected in future iterations.

In South Africa, Nedbank Avo goes beyond banking functionality to provide a merchant platform for small traders and has already attracted over a million users and 20 000 merchants.

The VodaPay super app, meanwhile, has reportedly attracted 2.2 million downloads and 1.6 million registered users in just eight months since its launch. The app offers a range of financial services including loans and savings as well as person-to-person payments and a newly launched marketplace for unsecured personal loans.

“Super apps pose a real opportunity for financial institutions and MNOs to monetize their networks, boosting revenue and building sustainability into their business models.

This is especially true in an age where traditional businesses are facing growing competition from fintechs and neo financial institutions which have a reputation for providing a better mobile experience than their traditional counterparts.

However, super apps also face a greater security risk as mobile malware attacks continue to grow,” Iwuora explains.

More moving parts mean more points of weakness

The threat to any app grows as financial institutions add new features and integrate to more third parties, increasing the surface area that is at risk of attack. However, while financial institutions must ensure security across all systems, networks and interfaces, customer-facing security measures like authentication can have a significant impact on the overall user experience.

“The balancing act between keeping users secure and ensuring that they have a low-friction experience is key for attracting and retaining customers. Using an inherence factor such as facial recognition or fingerprint authentication at login is a must. Then, when users engage with third-party providers for sensitive transactional services, step-up authentication by means of another authentication factor, adds additional security,” he says.

Iwuora says that tech savvy financial institutions are already pioneering the use of behavioural analytics to  create a more frictionless experience for their customers by silently analysing their transactional and biometric behaviour in the background, and then using step-up authentication only when analytics show high risk of fraud.

“Africa has shown that it is ready to embrace all the convenience and opportunity of the app economy. Migrating consumers onto these digital channels create valuable new revenue streams and lower operating costs. But brands must be aware that poor user experiences created by intrusive authentication could make their app journey much more difficult,” Iwuora concludes.

 


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NITDA Signs MoU with Cisco on Irrigation of 500,000 Farmlands with Tech Solutions

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The National Information Technology Development Agency (NITDA) yesterday, signed a Memorandum of Understanding (MoU) with Cisco International for the adoption of smart solutions to address socio-economic challenges in the country.

The director-general of NITDA, Kashifu Inuwa Abdullahi said the MoU would facilitate the adoption of digital technology/solutions for the irrigation of 500,000 farmlands in line with President Bola Tinubu’s directive to boost food security in the country.

The MoU was signed at the headquarters of NITDA in Abuja by the director general of NITDA, Kashifu Abdullahi, and the chief executive officer/country director of CISCO, Clayton Naidoo.

Speaking at the event, the NITDA boss said the MoU would accelerate the process of delivering digital services to Nigerians through smart agriculture, education, health, and other social services.

Abdullahi said President Bola Tinubu’s Renewed Hope Agenda was anchored on delivering digital services through technological solutions, especially Artificial Intelligence (AI) Internet of Things (IoT), and drones amongst others to solve Nigeria’s critical problems.

According to him, NITDA is partnering with Cisco to boost agricultural productivity and food security as directed by the President, adding that the adoption of the technologies would be extended to unserved and underserved areas of the country.

Abdullahi who took the Cisco team around some designated farms in Abuja, said Cisco would be working with a firm in Maiduguri, Borno state, to develop a learning Centre for Nigerians on the use of Artificial Intelligence, (AI) Internet of Things (IoT) and other technology solutions to improve businesses.

“The MoU we signed today is aimed at accelerating the adoption of technology solutions as well as digital services to enhance agriculture productivity and improve health care services, and security, among others.

“This is the vision of Mr President as encapsulated in the Renewed Hope Agenda. Our Minister, Dr Bosun Tijani has developed five pillars for the realisation of the vision. And here in NITDA, we have 7 pillars for our strategic plans. All this is geared towards economic transformation and accelerated development”, Abdullahi said.

The country director of CISCO, Naidoo said Nigeria would benefit from the MoU as it would improve agricultural production, create job opportunities, and empower the citizens financially.

He said Cisco has been involved with various governments in Africa and America to create innovation hubs, stressing that in Nigeria technology experience centres would be created to boost security services and business units.

Naidoo said his organisation would create inclusive modules that would empower local communities in Nigeria and make them benefit from various job opportunities in the digital services sector and other related sectors.


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NIMC Uncovers Syndicate Issuing Fake NINs to Nigerians

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National Identity Management Commission (NIMC) has said that it has uncovered syndicate issuing fake National Identity Numbers (NINs) to unsuspecting Nigerians.

NIMC Uncovers Syndicate Issuing Fake NINs to Nigerians

Abisoye Coker-Odusote, director general, NIMC also said that several suspects involved in the fraudulent scheme have been arrested and are currently facing prosecution.

Members of the syndicate were apprehended following a complaint from a customer who reported paying N120,000 to modify her birth certificate, a service fraudulently offered by individuals posing as NIMC employees.

“This data does not come to our server and a lot of Nigerians have been scammed,” Coker-Odusote said, emphasizing the gravity of the issue.

The DG further revealed that, as of May 2024, the NIN database had successfully enrolled over 107.34 million Nigerians, a significant increase from 104 million in December 2023.

The NIN has become an essential tool for enhancing security, governance, and service delivery across various government platforms.

Coker-Odusote detailed how the syndicate operated, often masquerading as business vendors or cyber café operators.

They crafted links, developed software, and generated fake NINs, duping many into believing they were legitimate.

The operation was sophisticated. The fake data never reached the official NIMC servers, thereby eluding immediate detection.

The discovery of the fraud ring prompted further investigations, which identified additional suspects operating around NIMC’s annex office.

While the exact number of individuals under interrogation remains undisclosed, the NIMC assured that all perpetrators would face charges related to cybercrimes upon the conclusion of the investigation.

Coker-Odusote expressed her frustration with the ongoing extortion and data breaches.

“We will not allow them to parade as if they are part of us and they are not,” she stated, confirming the emotional and financial toll on victims.

In one notable case, a woman was exploited for over N120,000 under the guise of adjusting official documents, highlighting the severity of the scam operations.

 

 

 

 

 

 


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Rising above the Noise: Differentiating Your Brand for Success

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By Reuben Kalu

In the fiercely competitive landscape of business, standing out from the crowd is not just an option; it’s a necessity.

Rising above the Noise: Differentiating Your Brand for Success

Reuben Kalu

In a world where consumers are bombarded with choices, companies must find ways to differentiate themselves or risk being lost in the noise.

This principle is succinctly captured in the book “Killer Differentiators,” where the authors emphasize the importance of carving out a unique identity in order to thrive in the marketplace.

One of the central tenets of this philosophy is encapsulated in the phrase “Differentiate or Sell Cheap.” In this article, we delve into the significance of this principle and explore how businesses can leverage it to achieve sustainable growth.

At its core, “Differentiate or Sell Cheap” underscores the idea that businesses  must either offer something truly distinct to justify premium pricing or compete on price alone. In today’s hypercompetitive environment, merely offering a product or service is no longer sufficient. Consumers are seeking experiences, value, and emotional connections with brands. Therefore, companies must find ways to differentiate themselves in the minds of their target audience.

But why is differentiation so crucial? In a crowded marketplace, consumers are faced with an abundance of choices. Without a compelling reason to choose one brand over another, they are likely to default to the cheapest option. This commoditization erodes profit margins and makes it difficult for companies to sustainably grow their businesses.

However, by differentiating themselves, companies can create a unique value proposition that resonates with consumers, thereby reducing the emphasis on price as the primary decision-making factor.

So, what does it mean to differentiate? Differentiation can take many forms, ranging from product features and quality to customer service, brand personality, and overall customer experience. Essentially, it involves finding a distinctive aspect of your business that sets you apart from competitors and resonates with your target audience.

This could be a proprietary technology as seen with Arravo, a commitment to sustainability, a focus on craftsmanship, or even a quirky brand personality.

Take, for example, the case of Apple. Despite being in a market saturated with tech giants, Apple has managed to carve out a unique identity based on its design aesthetics, user-friendly interface, and ecosystem of products and services.

By differentiating itself as a premium brand focused on innovation and user experience,

Apple is able to command higher prices for its products compared to its competitors.

Of course, differentiation alone is not enough. Companies must also deliver on the promises implicit in their differentiation strategy.

This requires a relentless focus on quality, consistency, and customer satisfaction.

After all, a differentiated brand that fails to meet customer expectations will quickly lose credibility and relevance in the marketplace.

But what about the alternative option: selling cheap? While competing on price alone may seem like a viable strategy to attract budget-conscious consumers, it often leads to a race to the bottom, where profit margins are razor-thin, and sustainability is compromised.

Price wars can be detrimental to both individual businesses and the industry as a whole, fostering a culture of discounting and devaluing products and services.

Moreover, competing on price alone is inherently limiting. It positions a company as a commodity provider, where the only differentiator is price, making it difficult to build brand loyalty or command premium pricing. In contrast, differentiation allows companies to create meaningful connections with consumers, fostering loyalty and advocacy that transcends price considerations.

That being said, there are instances where selling cheap may be a strategic decision, particularly in highly price-sensitive markets or when entering new markets where brand recognition is low. However, even in these cases, companies should strive to differentiate themselves in other ways, whether through superior customer service, unique packaging, or value-added services.

Ultimately, the principle of “Differentiate or Sell Cheap” is about making a deliberate choice about how to position your brand in the marketplace.

It’s about recognizing that in order to thrive in today’s competitive landscape, businesses must offer something of value that resonates with consumers.

Whether that value comes from a unique product feature, exceptional customer service, or a compelling brand story, the key is to stand out in a meaningful way.

In conclusion, the principle of “Differentiate or Sell Cheap” is a powerful reminder of the importance of differentiation in today’s business world.

By finding ways to set themselves apart from competitors, companies can create sustainable growth opportunities and build lasting relationships with their customers.

Whether through innovation, quality, or customer experience, differentiation is the key to success in a crowded marketplace.

So, the next time you’re faced with the choice between standing out or competing on price alone, remember: Differentiate or Sell Cheap.


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