E-Business
The Unified Insuree Experience Advantage is Key for Insurers to Scale into New Markets

By Dorotea Vatavuk
With customers rapidly adopting digital communication channels that offer quick, simple and convenient processes, digitalisation of the entire insurance process is unavoidable. In fact, digital transformation for the insurance industry is no longer an option, but a necessity.

Traditional processes are increasingly becoming frustrating for the modern customer, who is realising that there are better and easier ways to do things. These are trends that those customers are seeing across other industries and expect their insurers to deliver similar digitalised processes that enhance the customer experience.
For the most part, we are seeing a serious underutilisation of digital channels in the insurance sector. While some insurance companies are trying to keep up with the needs of the modern customer by using digital channels, such as SMS and email, most are still relying on traditional platforms for their business-critical processes.
So, in reality, many insurers are adding digital channels to their traditional ones, but are not using them in a way that leads to the optimisation of their business processes.
This results in complex onboarding and policy renewal procedures that are tiring for both clients and staff. This, alongside an overall process that still relies on traditional engagement methods such as telephone or face-to-face communication and even the physical printing and posting of documents.
Omnichannel strategy
The modern customer looking for cover and insurance companies must realise that adopting an omnichannel communication strategy is the key ingredient to delivering a superior insuree experience. There is a need to offer support over multiple communication channels, and insurance companies need to ensure that they have the right channels for different customer segments.
Starting with onboarding – where insurance companies make their first impression – the modern customer expects a simple and hassle-free process. Once the client is onboarded, the insurer should focus on client retention, keeping in mind their own profitability.
However, we are still observing a lack of pro-active support and a lot of missed opportunities, mainly due to insurers’ inability to personalise engagement. Another challenge is that without rich data, insurance companies are unable to provide the most suitable products for their customers along the different steps of their lifecycle. This means a direct loss of business that was actually within the insurer’s reach.
An omnichannel communication strategy will give insurers the ‘Unified Insuree Experience’ advantage, so it is key for businesses to automate their processes to serve their customers better and faster. In return, companies will save on resources, time and money. While this might sound contradictory, it is actually quite achievable.
Insurance businesses can streamline their processes and provide their clients with a superior level of service, while reducing costs at the same time. Similarly, it is possible to scale customer engagement and experience by, for example, making e-policy delivery faster and more secure, while lowering costs.
Optimising the contact centre
In addition, it is possible for insurers to optimise their contact centre, or even fully replace the legacy, on-premises contact centre with a digital one. With a cloud-based digital contact centre, multichannel interactions with clients can be made through voice, email, SMS, and even chat apps, allowing insurers to be in touch with their clients from virtually anywhere and on the channels their customers prefer.
Achieving the Unified Insuree Experience advantage is not only possible but is expected of any insurance service provider that aims to stay profitable and scale into new markets.
To meet this increased demand for innovative product and service offerings, insurers must partner with a service provider that can lead them through the digitalisation of each and every step of their customer’s lifecycle.
Ideally, companies should avoid introducing partial solutions or single channels, and rather look for a provider that can support full digitalisation, with an all-in-one, feature-packed solution that allows for a 360-degree view of the customer, cross-channel orchestration and powerful analytics. Everything a company needs for a successful journey into the digital realm should be on one platform.
In essence, insurance companies should partner with a provider that can bring it all together and ensure that their digital channels are not underutilised and that the organisation does not miss opportunities to grow its business throughout the insuree lifecycle. The right partner will provide a solution that can support an insurer’s expansion into new markets and follow them as they grow.
Dorotea Vatavuk is Enterprise Sales Lead at Infobip
E-Business
Galaxy Backbone Celebrates the Federal Government’s Paperless Civil Service Milestone

Galaxy Backbone (GBB) aligns with and celebrates the successful announcement by the Office of the Head of the Civil Service of the Federation on the achievement of a Paperless Civil Service, a significant milestone in Nigeria’s public sector reform and digital transformation agenda.

The milestone was formally highlighted at a press briefing led by the Head of the Civil Service of the Federation, Mrs. Didi Esther Walson-Jack, who commended Galaxy Backbone for its sustained support and contribution throughout the implementation of the programme.
GBB has played a critical role in enabling this transition by providing secure, scalable, and shared digital infrastructure that supports the digitisation of government processes across Ministries, Departments and Agencies (MDAs). Through the 1Government Cloud, MDAs have been empowered to migrate from paper-based workflows to digital platforms, improving efficiency, collaboration, data security, and service delivery across the Federal Civil Service.
In addition, GovMail, GBB’s secure government email platform, has strengthened official communication, enhanced records management, and reinforced cybersecurity standards—key pillars in sustaining a paperless operating environment.
Galaxy Backbone acknowledges the collective efforts of the Office of the Head of the Civil Service of the Federation, Permanent Secretaries, Directors of ICT, consultants, partners, and dedicated public servants whose commitment and collaboration ensured the smooth delivery of this initiative.
The Managing Director/Chief Executive Officer of Galaxy Backbone, Prof. Ibrahim Adeyanju, was represented at the press briefing by Akintayo Bamisaye, Acting Group Head, Research, Digital Innovation and Skills Department (RDIS).
GBB describes the achievement as a strong close to 2025 and reaffirms its commitment to supporting the Federal Government in building a modern, efficient, and digitally enabled public service.
E-Business
Jumia CEO says Black Friday Signals Nigeria’s E-Commerce Maturity

At the close of 2025, Temidayo Ojo, the CEO of Jumia Nigeria, reflected on a year-end shopping season that points to the growing maturity of the country’s e-commerce market. “Black Friday is no longer a single, short-lived spike in activity,” he said.

“It has become a familiar, anticipated moment in the retail calendar, where consumers shop deliberately and with confidence.”
Preliminary KPIs for the two months ended November 30, 2025, show strong year-on-year growth in both orders and Gross Merchandise Value (GMV), with GMV growth outpacing order growth. This indicates that customers are placing fuller, more considered baskets rather than shopping in fragmented transactions. Nigeria ranked among Jumia Group’s better-performing markets, with engagement remaining steady throughout the Black Friday period rather than spiking briefly and tapering off.
A key factor behind this performance is the growing familiarity of consumers with online shopping. Customers are increasingly leveraging platform features such as saved carts, brand stores, and price comparison tools to plan purchases in advance. This trend suggests that digital commerce is becoming embedded in everyday habits rather than being viewed as a one-off event.
Ojo also highlighted the role of Jumia’s JForce network in connecting digital commerce to local communities. “Our agents are critical to ensuring that customers across Nigeria, including secondary cities and smaller communities, have access to variety, consistent pricing, and reliable delivery,” he said. “During peak periods like Black Friday, JForce agents can respond faster, serve more customers efficiently, and build stronger local relationships. This isn’t just a distribution channel—it’s a pathway to sustainable income and inclusion.”
Reflecting on the overall performance, the CEO concluded: “What we’re seeing this year-end is steady engagement across categories, stronger consumer confidence, and partners like our JForce agents benefiting from increased activity.
“It confirms that Nigeria’s e-commerce ecosystem is maturing, growing in a more structured and resilient way. As the December Holiday Sale continues, we expect these patterns of familiarity, trust, and participation to sustain momentum and drive both commerce and community impact across the country.”
E-Business
Galaxy Backbone Tops FG’s Website Performance Ranking

Galaxy Backbone Limited (GBB) has been ranked first overall in the 2025 Federal Government Website Performance Scorecard.

This is a landmark achievement for Nigeria’s digital economy.
The ranking, conducted by the Bureau of Public Service Reforms (BPSR), is the definitive benchmark for digital excellence and transparency across all Ministries, Departments, and Agencies (MDAs).
Professor Ibrahim Adepoju Adeyanju, managing director and CEO of Galaxy Backbone, received the award during a ceremony in Abuja.
He described the feat as a validation of the agency’s“Nigeria First”data sovereignty strategy and its relentless pursuit of service excellence.
This recognition comes as the Federal Government intensifies its push to achieve a fully paperless civil service by December 31, 2025.
GBB has been the primary architect of this transition through its 1Gov Enterprise Content Management (ECM) platform, which now hosts the operations of almost all federal MDAs.
The award adds to a growing list of accolades for Galaxy Backbone in 2025, following its recent win of the “International Standard Excellence Award for Best IT Service Provider.”
As the central hub for government shared services, GBB’s performance serves as a blueprint for other agencies currently undergoing digital transformation.
With its expanded fiber-optic backbone now covering over 13 states and its secure cloud solutions, Galaxy Backbone remains the cornerstone of Nigeria’s vision to become a leading digital nation by the end of the decade.
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