Broadcasting
Telcos Must Embrace Data-driven Strategies to Enhance Customer Experience

By Mirza Bukva, Head of Telecom Partnerships Africa at Infobip
Customer experience (CX) plays a crucial role in determining success in today’s interconnected world of modern telecommunications. As consumers increasingly demand seamless connectivity and personalised service, innovative CX solutions must become a top priority for telecom companies looking to stand out in a highly competitive market. Previously, pricing and network quality were the primary factors for customer retention, but now CX has emerged as equally important.
Adopting a new approach to managing telco CX requires embracing a comprehensive platform equipped with tools to streamline interactions, anticipate needs, and deliver personalised experiences. Fundamentally, data-driven analysis plays a crucial role in improving customer satisfaction, and an enhanced CX ultimately aids in customer retention. When organisations effectively leverage this valuable source of insight, they gain a significant competitive advantage.
However, despite having abundant data, most telecom operators are not exploiting the full potential of analytics and insight-driven personalisation. This oversight prevents them from achieving a true competitive advantage and maximising revenue growth.
Customer expectations can be met by plugging advanced data analytics into every stage of the CX journey, and given the complexity of telecom data, ensuring accuracy and consistency across various systems is imperative.
The incorporation of Artificial Intelligence (AI) and Machine Learning (ML) into data analysis is becoming increasingly crucial for telecom companies. AI’s ability to analyse large datasets and recognise patterns will provide telecom companies with a potent tool for predictive analysis and decision-making. For example, AI can analyse customer behaviour and service preferences to anticipate future service demand, enabling proactive adjustments and personalised offerings.
More telecoms are recognising the need to maximise value and personalise interactions in Customer Value Management (CVM), and not just in the support arena. They are increasingly incorporating preferred customer channels that enable rich communication, alongside marketing engagement solutions supported by a customer data platform.
Additionally, the operational advantages are significant, as AI-driven insights lead to better resource allocation, reduced operational expenses and enhanced strategic planning. By leveraging these technologies, telecoms can not only improve their service delivery but also streamline their operations, resulting in greater overall efficiency and cost-effectiveness.
Personalised customer experience
By adopting omnichannel strategies, telcos can offer personalised customer experiences across various channels and devices. This includes traditional touchpoints like SMS, voice and email, as well as popular messaging apps such as WhatsApp, Facebook Messenger, Viber, and Telegram.
More critically, an omnichannel solution provides failover options and seamless transfer to support agents, while also enabling telcos to use customer data to contact them at the right time on the right channel and with the right message.
Market trends suggest that subscribers are increasingly moving away from an app-only approach. Instead, they want to communicate with brands using their preferred methods, so businesses must ensure they are where their customers are.
Furthermore, the adoption of emerging technologies such as 5G, the Internet of Things (IoT) and edge computing will redefine possibilities, opening new paths for growth and transformation. As we step into this new era, the shift of telcos from purely offering traditional communication services to becoming technology leaders highlight the industry’s resilience and capacity for reinvention.
The future of telecommunications goes beyond connectivity to pioneering the digital frontier, offering unparalleled opportunities for innovation, engagement and growth. By embracing these trends, telcos can unlock new revenue streams, enhance customer relationships, and place themselves at the centre of the digital economy.
Promising future
As AI technologies and tools become increasingly prevalent in the telecom industry, the future looks promising, offering numerous opportunities for forward-thinking telco leaders. With the advent of the 5G network standard and the upcoming 6G, AI is set to continue transforming telecom operations, processes and services.
Telcos must adapt to new technologies, address the current lack of automation and meet evolving customer needs. For instance, AI-powered chatbots and virtual assistants can enable telecom operators to provide high-quality customer service easily, reliably and conveniently.
Utilising these bots allows telcos to offer personalised support, 24/7 assistance and prompt responses to customer queries, leading to enhanced customer engagement and satisfaction, reduced waiting times and efficient service delivery. Additionally, these bots can act as strong sales agents, identifying customer needs, recommending products and services, and facilitating purchases, thus driving revenue growth. To maximise these benefits, telcos should partner with a global engagement leader with unique industry expertise and reliable business guarantees.
By leveraging advanced analytics, AI, and ML, telcos can enhance CX, streamline operations, and unlock new revenue streams. As the industry continues to evolve with the advent of technologies like 5G and IoT, telecom operators must prioritise personalised, omnichannel customer interactions to stay competitive. Embracing these innovations not only positions telcos as technology leaders but also ensures they meet the ever-evolving demands of their customers, paving the way for sustained growth and transformation in the digital era.
Broadcasting
QNET Reaffirms Integrity: Dissociates from Mighty Infinity Millionaire Ltd in Nigeria

QNET, a global leader in direct selling focused on wellness and lifestyle products, firmly disassociates itself from any unlawful activities being conducted by unauthorized individuals or entities fraudulently using the QNET name to mislead and exploit members of the Nigerian public.
These concerns have resurfaced following the arrests of several suspects in Niger State and the Federal Capital Territory, Abuja.
QNET commends the Economic and Financial Crimes Commission (EFCC) for its actions in apprehending those responsible and is actively supporting the authorities to prevent further misuse of its brand.
QNET Says NO to Brand Misuse and Criminal Misrepresentation
QNET is a 27-year-old international direct selling company offering wellness and lifestyle products through a network of independent distributors.
These individuals are customers who have purchased QNET products and have chosen to build their own direct selling business using our platform. They operate independently and are not employees of QNET.
Unfortunately, certain third-party entities such as Mighty Infinity Millionaire Ltd, that have no affiliation to QNET, and operate without our oversight or recognition, have grossly misrepresented the QNET business model and acted in a manner that is in no way a representation of QNET business ethics or values.
We unequivocally state that such entities and individuals are not affiliated with or endorsed by QNET. QNET reiterates that Transblue Nigeria Limited remains our sole partner in Nigeria.
Operating Within Legal and Ethical Boundaries
In Nigeria, QNET operates strictly within the legal and regulatory frameworks through our official local partner, Transblue Nigeria Limited. We remain committed to ethical business practices and protecting both our brand and the public from exploitation. We urge members of the public to remain vigilant, verify the authenticity of individuals or entities claiming affiliation with QNET, and report any suspicious activity to the appropriate authorities.
Statement from QNET’s Regional Leadership & Legal Nigerian Partner
Responding to the fraudulent activities being perpetrated in QNET’s name, Biram Fall, Regional General Manager of QNET for Sub-Saharan Africa, states, “We are extremely disturbed by the way unscrupulous individuals have misused the QNET brand to deceive innocent Nigerians with false promises. At QNET, our values are rooted in honesty and empowering people to build better lives through genuine means. We remain committed to supporting law enforcement agencies in their efforts to bring these fraudsters to justice and encourage the public to verify any claims of affiliation with QNET before getting involved.”
To avoid further confusion, QNET wishes to emphasize the following:
● QNET does not operate or endorse any physical or online university under the name “Q-University” in Nigeria. QNET is part of a larger business conglomerate that operates the Quest International University in Malaysia, which does not have any overseas campus.
● QNET is not involved with online medical courses or academic institutions in Nigeria.
● QNET does not support or condone recruitment-driven models that promise employment, scholarships, or guaranteed returns unrelated to the legitimate sale or purchase of QNET products.
● QNET strongly condemns the unauthorized use of our intellectual property – including company logos, founder portraits, and promotional materials – by fraudulent actors aiming to mislead the public.
QNET’s Awareness Creation and Consumer Protection Efforts
Since entering the Nigerian market in 2022, QNET with the support of our local partner, Transblue Nigeria Limited, have prioritized financial literacy and consumer protection. In November 2023, we launched the Say NO! Awareness Campaign to educate the public about scams and promote responsible entrepreneurship. The campaign has reached thousands through multilingual billboards, radio messages, educational pamphlets, and online platforms. As part of this campaign, the Federal Ministry of Labour and Employment (FMLE) and the Lagos State Consumer Protection Agency (LASCOPA) were also engaged.
Cooperation with Law Enforcement
QNET expresses its full support and appreciation for the EFCC’s efforts to protect citizens and crack down on cyber and financial crimes. We are actively cooperating with the Commission in its investigations and are committed to further educating the public on the nature and values of QNET’s legitimate operations.
Public Advisory: How to Stay Safe
To protect yourself from scams falsely linked to QNET:
● Verify all QNET-related information at: www.qnet.net
● Report suspicious activity via email: [email protected] or WhatsApp: +233 256 630 005
● Learn how to identify scams at: www.saynocampaign.org
QNET remains fully committed to ethical business practices and transparency. We stand with Nigerian authorities in protecting citizens from fraud and will continue to cooperate fully to bring those misusing our brand to justice.
Broadcasting
Eedris Abdulkareem Teases New Protest Anthem following NBC Ban

Eedris Abdulkareem, veteran hip hop artiste, is showing no signs of backing down as he hints at releasing another protest song, shortly after his last track was banned by the National Broadcasting Commission (NBC).

Eedris Abdulkareem, veteran hip hop artiste
He recently again stirred the political waters as he hinted at the release of a new protest song, only weeks after his controversial track Tell Your Papa was banned by the National Broadcasting Commission.
The outspoken musician took to social media on Wednesday, April 16, 2025, to share an animated cover design with the words “3 Arms of Government,” suggesting the theme of his upcoming release.
Though the title remains undisclosed, the post was captioned simply with “Stay tuned,” fueling speculation that another hard-hitting social commentary is on the way.
Abdulkareem, known for his unapologetic political views, recently described the NBC’s decision to ban Tell Your Papa as hypocritical. Undeterred by censorship, he appears set to continue using music as a platform to criticize injustice and demand accountability.
The rapper also recently reaffirmed the relevance of his classic hit Jaga Jaga, stating that it would remain the country’s “second unofficial national anthem” until key issues like security, electricity, and governance are addressed.
With another protest song on the horizon, fans and critics alike are bracing for what may be Eedris Abdulkareem’s most direct political message yet.
Broadcasting
MultiChoice Brings Easter Home with Dedicated Pop-Up Channel

In celebration of the Easter season, MultiChoice has announced the launch of a dedicated Easter Pop-Up Channel, offering DStv and GOtv subscribers across Nigeria the chance to experience live broadcasts of key Easter events and services from the Catholic Archdiocese of Lagos.
The special channel, which runs from Thursday, April 17 to Monday, April 21, will be available on DStv channel 196 and GOtv channel 28, bringing the significance and beauty of Easter directly into viewers’ homes.
Throughout the Easter period, the channel will broadcast a rich lineup of live religious events. The programming begins on Thursday, April 17, with the Chrism Mass in the morning, followed by the Mass of the Last Supper in the evening.
On Good Friday, April 18, viewers can join in the Good Friday Tenebrae and the Seven Last Words service, followed by the Stations of the Cross from St. Gregory’s, and later the Passion Service.
The spiritual journey continues on Saturday, April 19, with the Easter Vigil Mass late in the evening, leading into the Easter Sunday Mass on April 20. The channel’s special programming concludes on Monday, April 21, with the Easter Monday Mass from Galilee.
This dedicated pop-up channel is designed for those who may be unable to attend church services in person, as well as for anyone seeking to deepen their spiritual observance during the Easter holidays. By broadcasting these significant events, MultiChoice reaffirms its commitment to providing content that resonates with the cultural and religious values of its viewers.
Subscribers are encouraged to tune in to DStv channel 196 and GOtv channel 28 throughout the Easter period to take part in these important religious celebrations from the comfort of their homes.
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