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Op-ed: Intelligent Customer Engagement

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Murray Gardiner, MD of Bluecode Africa
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By: Murray Gardiner, MD of Bluecode Africa

The customer is always mobile. This is the adage that defines customer engagement today thanks to ubiquitous smartphone penetration and ownership, particularly on the African continent. In Nigeria, one of Africa’s most populated countries, Statista predicts that smartphone users are expected to exceed 140 million in under five years.

In South Africa, the volume of smartphone users is expected to grow another five million by 2023 with more than 90 million connections and 22 million smartphone users in the country today.

The challenge that lies ahead for merchants and mobile operators is to adapt strategies and approaches to ensure that they maintain and manage customer engagement within these markets, leveraging accessible and relevant solutions that deliver value.

The Merchant Mobile Apps: Much More Than Payments report released in early 2020, found that consumers are using their mobile devices to enhance their management of financial transactions and online shopping. The customer wants to work with applications that go beyond the basics. They want apps that have integrated features, that create experiences, that have loyalty systems embedded, and that support their long-term purchasing activity. The report highlights one particularly relevant point – that the mobile app has gone beyond the device and the functionality and become the hub of customer engagement with the merchant, network operator and retail sector.

Considering that customer usage of mobile devices to pay for goods and services has increased dramatically over the past year, intelligent apps designed to leverage customer engagement are key to fully realising the potential of the market. It has become imperative that merchants strengthen customer relationships by giving customers solutions that meet their needs in a dramatically changing landscape. The global pandemic has played no small part in changing how customers and companies manage their digital transactions and payments. According to Bain, the increased demand for digital payments has made the market far more competitive and has introduced fresh challenges for merchants to overcome.

Digital payment solutions have to be capable of adapting to changing customer needs and behaviours. The Bain report found that merchants will need to increase their acceptance for digital payments and adopt a more flexible omnichannel approach in order to take advantage of the rising tide of digital payments. While this report focuses on the global market, it is as relevant in Africa as more and more people turn to digital and cashless to avoid personal risk and queues. So, what is best practice? What should the merchant be looking for?

The answer lies in the digital payment ecosystem. An ecosystem that assures the customer of exceptional service and delivers on one of the most important premises of 2020 – trust. Security, transparency and transaction visibility are key to ensuring that customers trust in the merchant and the solution. Equally, it is important for any digital payment platform to put the merchant at the heart of engagement – to provide them with value-added extras that help them to manage their business more effectively, and to increase customer loyalty.

Digital payments are more than just the transaction. They are the loyalty points gathered and the loyalty engendered. They are the confidence in the security that ensure that customers trust, and they are the convenience that afford customers from all parts of society to engage in digital payments and better quality financial services. They are also the extremely useful solutions that can be used to engage with customers in new markets, minimise fraud, open up gateways to better quality services, and empower formal and informal businesses with services that streamline operations and financial accountability.

Merchants need a multi-faceted payment solution that can be used to link payments from any funding source, linked to customer loyalty tools and lifestyle; that can be used to increase payment touchpoints across multiple surfaces such as vending machines or self-service checkouts; and that allows for the development of digital value-added services that change how customers engage with the business. This level of app-based engagement and utility allows for far richer customer journeys and interactions that can be customised and managed to suit business and market. This is the future of the digital transaction, one that can evolve and adapt to the changing world while offering both customers and merchants the trust, visibility and capability that they have come to expect from the digital revolution.


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Ugo Onwuaso is an ICT enthusiast. He believes technology should be used for general good. He holds a Master of Public Administration (MPA) degree from the Lagos state University. Dear Reader, Your support matters. But we believe that technology makes life more exciting and helps improve the lives of people around Nigeria and indeed the world. That is why, we have devoted our energy to independent reportage of technology and finance and how they affect lives. Our incisive and analytical view of how technology news affects the daily life help individuals and organizations make up their minds. Quality journalism costs money. Today, we're asking that you support us to do more. Kindly support our effort to deliver technology and finance journalism to everyone in the world. Donate as little as N1,000. Bank transfers can be made to: UBA Plc 1017156876 Communication Week Media Ltd

E-Business

AfDB, UNDP Launch $10Bn AI Initiative for Africa

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The African Development Bank Group (AfDB) and the United Nations Development Programme (UNDP) have launched an ambitious $10 billion project to support the adoption of Artificial Intelligence (AI) across the continent.

The 10 Billion Initiative intends to accelerate ethical AI adoption and inclusive digital economic growth in Africa.

The initiative follows the Nairobi AI Forum, which took place earlier this month in Kenya and brought together governments, private sector leaders, development partners, and tech innovators to define pathways for impactful AI adoption.

According to the organisations, the strategy is a co-designed collaboration between the Bank Group, UNDP, and commercial partners that aims to raise up to $10 billion by 2035.

The resources will be used to create up to 40 million new jobs across the continent by 2035, through targeted investments that provide the groundwork for AI and accelerate widespread adoption in everything from entrepreneurship and regional data infrastructure to policy frameworks and skill development.

Nicholas Williams, AfDB Group ICT operations division manager, commented: “As a leading multilateral development institution, the bank is leveraging its comparative advantage to ensure Africa is not left behind in the AI era.

“The AI 10 Billion Initiative paves the way for expanded partnerships and sustained investments that will accelerate AI entrepreneurship, strengthen data and infrastructure ecosystems, and support inclusive growth across the continent.”

 


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Firm Identifies RenEngine Loader Distributed Through Pirated Games and Software

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Kaspersky Threat Research has revealed its analysis of RenEngine, a malware loader that has recently gained public attention. Kaspersky identified RenEngine samples as early as March 2025, with its solutions already protecting users from the threat at that time.

Beyond the cracked games highlighted in recent reports, Kaspersky researchers discovered that attackers created dozens of websites distributing RenEngine through pirated software, including graphics editors like CorelDRAW. This expands the known attack surface beyond the gaming community to anyone seeking unlicensed software.

Kaspersky has recorded incidents in Russia, Brazil, Turkey, Spain and Germany, among other countries. The distribution pattern indicates opportunistic attacks rather than targeted operations.

When Kaspersky first identified RenEngine, the loader was delivering the Lumma stealer. Current attacks distribute ACR Stealer as the final payload, and Vidar stealer has also been observed in some infection chains.

The campaign exploits modified versions of games built on the Ren’Py visual novel engine. When users launch infected installers, a fake loading screen appears while malicious scripts execute in the background. The scripts include sandbox detection capabilities and decrypt a payload that initiates a multi-stage infection chain using HijackLoader, a modular malware delivery tool.

“This threat extends beyond pirated games — attackers are using the same technique to distribute malware through cracked productivity software, which broadens the potential victim pool significantly,” said Pavel Sinenko, lead malware analyst at Kaspersky Threat Research. “Game archive formats vary by engine and title. If an engine doesn’t check the integrity of its resources, attackers can embed malware that executes the moment you click play.”

Kaspersky solutions detect RenEngine as Trojan.Python.Agent.nb and HEUR:Trojan.Python.Agent.gen. HijackLoader is detected as Trojan.Win32.Penguish and Trojan.Win32.DllHijacker.


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Interswitch Partners Abia to Digitise Public Hospitals

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Interswitch, a technology company, through its health-tech subsidiary, Interswitch eClat, has taken a major step in advancing Nigeria’s public-sector health digitisation agenda following the conclusion of a high-level stakeholders’ engagement with the Abia State Government.

The engagement took place ahead of the phased deployment of eClinic, Interswitch eClat’s Electronic Medical Records platform, across public health facilities in the state, the firm stated in a statement on Friday.

The engagement, convened by the Abia State Ministry of Health in collaboration with Interswitch and held at the State’s Ministry of Health in Umuahia, brought together senior government officials, health administrators, Interswitch representatives, and key ecosystem stakeholders to align on the scope, implementation framework, and expected outcomes of the proposed eClinic deployment.

The initiative reflects a shared commitment to leveraging digital infrastructure to improve healthcare delivery, operational efficiency, and patient outcomes across Abia State’s public health system.

Discussions focused on deploying Interswitch’s eClinic solution in alignment with Abia State’s broader healthcare reform agenda under the current administration, particularly the transition from fragmented, paper-based systems to secure, interoperable digital platforms across public health facilities.

The proposed kick-off phase will span six public health facilities, including three primary healthcare centres, two secondary facilities, and one tertiary hospital, creating an end-to-end digital care pathway that strengthens patient referrals, supports continuity of care, and enables data-driven decision-making across all levels of service delivery.

The EMR solution is built to reduce patient waiting times, strengthen referral processes, and ensure the secure handling of both clinical and administrative data, supported by a hybrid infrastructure that enables local hosting with cloud-based backup.

Speaking at the engagement, Prof Enoch Uche, the Commissioner for Health, Abia State, described the initiative as a major milestone in the state’s healthcare transformation journey and highlighted the importance of private-sector collaboration in achieving sustainable impact.

“The Ministry of Health in Abia State is excited about the digitisation of health facilities, starting with Interswitch’s eClinic pilot phase involving three primary, two secondary, and one tertiary health centre. This initiative will enhance efficiency, accountability, and patient care by linking records across different levels of care.

“Global evidence shows that digital health improves access, reduces the cost of care, and maximises human resources while personalising services for our people. This partnership with Interswitch represents a key deliverable for this administration and aligns with the Governor’s vision for a modern, technology-driven health system,” he said.

During technical sessions led by Babatunde Fadeyi, Vice President, Health Ecosystem (Public Sector), Interswitch, stakeholders were taken through the core capabilities of Interswitch’s eClinic platform.

These include secure patient record management, ICD-11–compliant diagnosis coding, controlled data update protocols, and integrated billing and reporting tools designed to improve efficiency and accountability across health facilities.

Stakeholders were also briefed on the platform’s governance framework, risk mitigation approach, and phased implementation roadmap. Commenting on the engagement, Fadeyi reaffirmed Interswitch’s commitment to delivering measurable impact through technology-enabled healthcare systems.

“Abia State has demonstrated a strong commitment to innovation and system reform. The alignment of the state’s healthcare priorities with national health digitisation objectives creates a solid foundation for meaningful progress. Interswitch’s eClinic platform is designed to improve hospital operations by automating workflows, securing patient data, and providing healthcare managers with reliable insights to guide decisions.

“Beyond improving patient experience, it supports stronger revenue tracking, operational efficiency, and accountability. Our focus is to ensure the success of this pilot phase and deliver tangible improvements across productivity, service delivery, and patient satisfaction,” he said.

Also speaking at the engagement, Dr Ifeyinwa Blossom Uma-Kalu, the Permanent Secretary of the Ministry of Health, Abia State, highlighted the operational and clinical value of Interswitch’s eClinic initiative, particularly in strengthening referrals, improving revenue management, and expanding access to specialist care.

“This digitisation initiative will help us track our finances and internally generated revenue more accurately while reducing leakages. More importantly, it strengthens our referral system by allowing patient records to move seamlessly from primary to secondary and tertiary care.

“With a digital framework, healthcare workers in remote communities can access specialist support through telemedicine, helping to save lives and improve outcomes. This is a critical tool in our efforts to reduce maternal and infant mortality, and we are eager to see the outcomes of Interswitch’s eClinic,” she noted.

The engagement also addressed key success factors for the project, including power stability, user training, change management, and inter-agency collaboration, with both parties emphasising sustainability and scalability as the project progresses.


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