Broadcasting
Three Reasons Why Customer Experience isn’t Just About Existing Customers

By Hyther Nizam, President MEA, Zoho Corporation
In today’s hyperconnected world, a bad shopping experience can drive a potential consumer to a competitor. While product and pricing used to be sufficient to separate a business from its competitors, this is no longer the case. Today’s consumers place a premium on speed, convenience, and professional and friendly service.

According to a 2018 PwC survey, consumers are willing to pay a premium for an amazing customer experience, and disgruntled customers are much more inclined to transfer their business elsewhere than to seek to remedy a terrible experience.
When people talk about customer experience, they frequently refer to existing customers. After all, it is substantially easier to market new products and services to existing clients than it is to acquire new ones. This is not to say that businesses should focus exclusively on existing customers. It is important for business growth to gain new clients, and customer experience (CX) plays a critical part in this process.
Optimise experiences for repeat customers
Remember that CX encompasses the totality of a customer’s journey (or journeys) with a brand or business. That means organisations have to understand what a customer experiences, right from the moment they feel the need to purchase and notice available options, to the subsequent research they do, zero in on your product/service, and make their final buy. Beyond this, organisations need equally to ensure that each part of the journey is optimised to draw in new customers and retain their loyalty post-purchase with a delightful after-sales experience that turns them into repeat customers.
A potential customer enters the experience economy the moment he/she feels a psychological need for a product/service and decides to act on it. For organisations, this is the first organic CX touch-point. In today’s digital world, this touch-point can take the form of online advertising, appealing SEO-optimised websites, video testimonials, live chat, and sign-up forms. It’s clear that a good CX begins with impact-driven content that helps prospects find their way to what you have to offer.
It’s additionally important to remember that, while we might once have thought of the customer journey as linear, it’s increasingly obvious that this is not the case. A potential customer may go on tangents, get distracted and take breaks, and change the channels they’re using for research or to sign up as a customer. Organisations have to be able to cater to this non-linear approach while providing a consistently good experience if they’re going to keep attracting new customers.
Consider the generational shift in CX plans
Organisations also need to be cognizant of the fact that there’s a generational shift when it comes to customer experience. A recent survey shows, for example, that 51% of the Gen Z respondents ranked social media presence as the second highest factor, after “providing superior product/service quality”, for brands to maintain relevance; on the other hand, only 13% of Baby Boomers listed social media presence; moreover, 78% of Gen Z buyers said they research or look at customer reviews most of the time before purchasing from a new brand. Gen Zs are also more likely to identify “not being able to find the information I need online” as one of the most egregious examples of bad customer experience. Younger customers are additionally more likely to use community forums, in-app messaging, and webchat.
It’s pivotal, therefore, for organisations to understand this generational shift and bake it into their CX strategies. This helps design a well-rounded approach that’s considerate of traditional practices but at the same time forward-looking, which ensures that organisations don’t get left behind. To achieve this balance, organisations should look to move towards a true omnichannel approach, which provides seamless, high-quality experiences within, between, and across channels.
Build exceptional digital experiences
Research from Gartner shows that today, nearly half of customers can’t tell the difference between most brands’ digital experiences (DX), and as a result, 58% of customers also believe that DX does not impact what they end up buying. However, according to Gartner, a course-changing DX can positively impact brand preference by 37% and behavioural advocacy by 54%.
Customers expect brands to meet them where they are and creating digital experiences enables businesses to engage with potential new customers in meaningful ways. Digital experiences can help companies stay ahead of their competition and thrive in an ever-changing environment by providing 24/7 customer service and support and tailored offerings and interactions.
Broadcasting
Court Stops NBC From Punishing Broadcasters over On-Air Opinions

A Federal High Court in Lagos has restrained the National Broadcasting Commission (NBC) from sanctioning or punishing broadcast stations and presenters over the expression of personal opinions, alleged bullying of guests, or failure to maintain neutrality on air.

NBC
Justice Daniel Osiagor granted the interim injunction following an ex parte application filed by the Socio-Economic Rights and Accountability Project (SERAP) and the Nigerian Guild of Editors (NGE).
The court specifically restrained the NBC, its officers, agents and affiliated persons from enforcing its recently issued “Formal Notice” or imposing sanctions, fines or penalties on broadcasters based on provisions of the 6th Edition of the Nigeria Broadcasting Code, pending the hearing and determination of the substantive suit.
SERAP and NGE had approached the court to challenge what they described as an arbitrary and unlawful move by the commission to punish broadcasters for allegedly expressing personal opinions as facts, bullying or intimidating guests, or failing to maintain neutrality during programmes.
The groups also asked the court to determine whether the provisions of the Nigeria Broadcasting Code relied upon by NBC were inconsistent with the 1999 Constitution, as amended, and Nigeria’s international human rights obligations.
The suit followed an April statement by the NBC in which it raised concerns over what it described as increasing violations of the broadcasting code across news, current affairs and political programmes.
The commission had warned that presenters who expressed personal opinions as facts or bullied guests during live broadcasts would be sanctioned.
However, Justice Osiagor, in his ruling, held that pending the hearing of the substantive matter, the commission must refrain from using the formal notice to threaten, sanction or punish broadcast organisations and on-air personalities under the contested code provisions.
The matter was adjourned until June 1, 2026, for hearing of the motion on notice.
Broadcasting
EFCC Drags Metro Digital to Court over Alleged Illegal Access to Multichoice Signals

Economic and Financial Crimes Commission (EFCC) has arraigned Metro Digital Limited before a Federal High Court in Port Harcourt over alleged cybercrime and unlawful interception and rebroadcast of content belonging to Multichoice Nigeria.

Metro Digital
The company was arraigned before Justice A.T. Mohammed on an amended four-count charge bordering on cybercrime-related offences and alleged illegal rebroadcast of protected broadcast content.
According to a statement issued on Wednesday by EFCC’s Head of Media and Publicity, Dele Oyewale, the prosecution counsel, Steve E. Odiase, informed the court that the matter was scheduled for arraignment.
However, defence counsel, S.A. Somairi (SAN), reportedly attempted to halt the proceedings by drawing the court’s attention to a pending preliminary objection.
The judge, however, declined the request and ordered that the plea be taken in line with Section 478 of the Administration of Criminal Justice Act (ACJA), 2015, which allows a corporation to enter a plea in writing through its representative.
One of the charges alleged that Metro Digital Limited, alongside its Managing Director, Ifeanyi John Nwafor, and a staff member, Ikenna Kanu, both said to be at large, conspired between 2015 and 2019 to unlawfully intercept and rebroadcast protected broadcast signals in Port Harcourt, Rivers.
Another charge alleged that the defendants intentionally and without authorisation intercepted and rebroadcast broadcast signals and devices, including tiger boxes and dongles, over which Multichoice Nigeria holds exclusive rights in Sub-Saharan Africa.
The anti-graft agency said investigations into the matter began in 2019 after Multichoice petitioned the commission, alleging that the illegal rebroadcast of its content caused significant financial losses.
Metro Digital Limited, through its representative, pleaded not guilty to all four charges.
Following the plea, prosecution counsel prayed the court to fix a date for trial.
Justice Mohammed subsequently adjourned the case until June 29 and June 30, 2026, for continuation of trial.
Broadcasting
ipNX Powers SPAN’s Queen Esther Musical

ipNX, one of Nigeria’s telecommunications and connectivity providers, successfully powered the Queen Esther Musical, presented by the Society for the Performing Arts in Nigeria (SPAN), reinforcing its role as a key enabler of innovation across industries through reliable, high-speed connectivity.

Held at Guiding Light Assembly, Parkview, Ikoyi recently, the Queen Esther Musical delivered a captivating blend of music, drama, and visual storytelling to a packed audience. Behind the scenes, ipNX’s advanced fiber-optic infrastructure played a critical role in ensuring seamless execution, supporting the production’s extensive technical requirements, from synchronized audiovisual systems to real-time digital enhancements that enriched the overall experience for the audience within the auditorium and on digital platforms.
As sophisticated technology integrates into live performances, the demand for stable, high-capacity bandwidth to deliver this experience to online audiences has become essential. ipNX provided technical support, delivering uninterrupted connectivity that enabled production teams to coordinate effectively and execute a technically complex show without disruption. The event served as a powerful demonstration of how telecommunications infrastructure can elevate creative expression and redefine audience engagement.
“Our involvement in the Queen Esther Musical reflects our commitment to powering experiences that matter,” said Akintunde Taiwo, Head of Sales, ipNX Retail. “This production broadcast required precision, speed, and reliability, all of which our network is designed to deliver. Beyond telecoms, we see ourselves as partners in progress across sectors, and this collaboration with SPAN highlights how our solutions can seamlessly support the creative industry just as effectively as we do small enterprises and critical services.”
For SPAN, the partnership translated into a production that fully leveraged technology to enhance storytelling and audience immersion.
“We were proud to collaborate with ipNX on the Queen Esther Musical,” said Sarah Boulous, Founder of SPAN. “The scale and ambition of this production required a technology partner we could rely on completely as we wanted audience to enjoy seamless streaming on the Zaia app. ipNX delivered exceptional bandwidth and stability, allowing us to integrate digital elements seamlessly and create a truly memorable experience. Their support played a significant role in bringing our creative vision to life.”
The Queen Esther Musical not only entertained but also illustrated the growing intersection between technology and the arts in Nigeria. ipNX’s role in powering the event highlights its broader mission to connect people, ideas, and industries and ensure that innovation is supported by infrastructure capable of meeting modern demands.
By bridging connectivity and creativity, ipNX continues to demonstrate that its impact extends far beyond traditional telecommunications, positioning the company as a trusted partner in shaping experiences across Nigeria’s evolving economic and cultural landscape.
E-Financial3 days agoFCMB Opens Applications for Zero-Interest Loans of Up to ₦10m for Women Entrepreneurs
E-Business3 days agoKaspersky Identifies Ongoing Supply Chain Attack on Official Daemon Tools Website Distributing Backdoor Malware
Telecom3 days agoReps Claim NCC’s Weak Regulatory Oversight Responsible for Poor Telecom Services
Telecom3 days agoVitel Wireless Partners Fintechs to Expand Access to Services
Telecom3 days agoGSMA Africa Policy Group Chair Calls for Urgent Tax Reforms to Accelerate Digital Inclusion
News3 days agoFG Bans Honorary Degree Holders from Using ‘Dr’ Title, Warns of Academic Fraud
E-Financial3 days agoPolice Arrest Members of N713m Bank Fraud Syndicate, Chinese Suspect at Large
E-Financial3 days agoFirm Unveils Pan-African Financial Operating System to Improve Interoperability


















