E-Business
Integrated Customer Experience Strategies Essential to Enterprise Growth

2020 was a game-changer for businesses globally. Businesses were confronted with the harsh reality of a global pandemic.
The difference between businesses that succeeded and those that didn’t lay in their ability to understand their customer needs quickly and adapt. The question that is still on everyone’s mind is how their brands can stay relevant to their customers.
A report from Nigeria’s Statistics Bureau showed that the economy contracted by 6.1% year on year by Quarter 2 of 2020 alone. This decline is Nigeria’s steepest recorded in the past decade.
In addition, a report by The International Food Policy Research Institute (IFPRI) showed that during the lockdown periods, Nigeria’s GDP dropped by 34.1 percent, amounting to USD 16 billion.
The reality of these figures proves that consumers’ wallets are even more constrained in 2021. Fighting for a share of the consumer wallet will require a major shift in strategies and an even deeper understanding of the dynamic customers’ ever-shifting needs.
Even as Nigerian businesses continue to embrace digital transformation to stay ahead, there is still a need to establish deeper connections with customers.
Ajua, Africa’s first Integrated Customer Experience company gives businesses real-time visibility of their customer journey, enabling businesses to make strategic adjustments and take action where it matters most to them.
There is a direct correlation between companies that execute on their customer experience programs and how much their customers are willing to spend. More-so companies that are able to take a holistic integrated approach to map their customer journey’s tend to have a higher Customer Lifetime Value. According to a report by PWC, 86% of buyers are willing to pay more for a great customer experience.
Ajua which has operations in Nigeria, Kenya and the Caribbean recently announced the appointment of Tayo Ashiruas the Country Head of Nigeria.
Tayo shared, “The biggest risk to businesses post-COVID is failing to meet revenue expectations due to churned customers among other factors.”
He emphasizes the need for businesses to have a strong understanding of who their customers are and what their expectations are.
Tayo added, “Having a digital customer experience strategy enables businesses to receive this information on a continuous basis in real-time.”
E-Business
UK Orders Apple to Create Backdoor for Encrypted iCloud Data

United Kingdom has issued a “technical capability notice” to Apple, mandating that the company create a backdoor to access users’ encrypted iCloud data.
This directive, issued under the Investigatory Powers Act of 2016, requires Apple to provide British security officials with the means to retrieve all content uploaded to iCloud by any user worldwide.
Apple’s Advanced Data Protection (ADP) feature, introduced in 2022, offers end-to-end encryption for iCloud data, ensuring that only users can access their information.
The UK’s demand challenges this security measure, potentially compelling Apple to either comply by creating the backdoor or withdraw the ADP feature from the UK market.
Compliance could set a precedent, leading other governments to request similar access, thereby raising global privacy concerns.
The UK Home Office has declined to confirm or deny the existence of such notices, stating, “We do not comment on operational matters, including, for example, confirming or denying the existence of any such notices.”
This development underscores the ongoing tension between governmental surveillance efforts and technology companies’ commitments to user privacy.
E-Business
Oracle Adds AI Pricing Features to Financial Software

Oracle on Thursday added another set of artificial intelligence (AI) tools to NetSuite, one of its corporate finance software offerings, including some that might make it faster for consumers to get a price quote on purchases like custom bicycles.
Oracle has taken a different tack with AI than rivals such as Microsoft. Rather than racing toward general purpose virtual assistants, Oracle has decided to add targeted features that speed common-but-tedious tasks like entering a brief write-up of how a sales meeting went into a corporate records system.
Another such task that is common in the business world is giving a customer a price quote on a complicated purchase that might have a lot of options, when a sales professional would need to sift through materials to come up with a price.
NetSuite on Thursday announced a feature to compile such a quote via conversation with a chatbot asking what the customer wants, which can either be used by sales professionals behind the scenes to speed up their work, or directly by consumers in the case of e-commerce businesses.
“When you buy something like a bicycle, you have to configure it – figure out what parts you want and which parts work together. We all do it when we buy our cars on the web these days,” Evan Goldberg, executive vice president of Oracle NetSuite, said.
“If you can configure (products) for customers more easily, you can do more deals in a day, or each deal costs less.”
To power those features, Oracle has decided to skip the costly race to develop huge AI models and instead works with partners such as Canadian startup Cohere.
Goldberg said that Oracle’s recent agreement to build massive data centers with ChatGPT creator OpenAI could lead to working with it as well, though the two firms have made no formal announcements.
“I think you could safely say that there’s a possibility that OpenAI will be part of this,” Goldberg told Reuters. “We are eager to work with OpenAI.”
E-Business
IBM Exits Nigeria and Ghana, Transfers Operations to MIBB

IBM, the American multinational technology giant, has reportedly announced plans to exit Nigeria, Ghana, and other key African markets, transferring its regional operations to MIBB, a subsidiary of the Midis Group.
The move, which according to TechCabal was revealed in a statement by the company, effective April 1 2025, is part of a new operating model IBM is adopting across select African countries.
Under this arrangement, MIBB will take over IBM’s local operations, customer support, and relationships while marketing and selling IBM products and services across 36 African nations.
“MIBB will market and sell IBM products and services in 36 African countries, thereby giving MIBB’s sales network direct access to IBM products, services, and support, further boosting innovation and growth in the region,” IBM stated.
IBM has been a key player in Africa’s tech industry for decades, providing critical infrastructure for banking, telecom, oil and gas, and government services.
However, its planned exit follows a trend of multinational corporations leaving Nigeria.
In December 2024, Swiss cement giant Holcim announced its departure from Nigeria, selling its 83% stake in Lafarge to a Chinese firm.
Similarly, South African grocery retailer Pick n Pay disclosed plans in October 2024 to exit Nigeria by selling its 51% stake in a joint venture.
IBM has yet to respond to media inquiries regarding the specifics of its transition strategy and reasons for the exit.
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