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
Anambra State Government Launches SolutionLens to Drive Transparency and Citizen Engagement

Anambra State Government has launched SolutionLens, a technology-driven platform aimed at enhancing transparency, accountability, and citizen engagement in governance.
The platform, developed through a collaborative effort by the Ministry of Budget and Economic Planning, the Ministry of Information, and the Anambra State ICT Agency, was unveiled on Thursday, May 15, 2025, at the Solution Innovation District (SID) Building in Awka.
Speaking at the launch, Mrs. Chiamaka Nnake, Honourable Commissioner for Budget and Economic Planning, described SolutionLens as a democratic tool that simplifies the Open Government Partnership (OGP) process.
She emphasized its role in planning, budgeting, and fostering investor confidence through community-based feedback mechanisms.
In her remarks, Mrs. Ogochukwu Orji, the State Coordinator of OGP, noted that SolutionLens is designed to shine a light on public projects, empowering citizens to ask questions, hold the government accountable, and ensure resources are used for the common good.
Key Features of SolutionLens
Centralized digital hub for government projects
Interactive maps with a user-friendly interface
Live chat feature to connect citizens directly with MDAs
A live demonstration of the platform was conducted, followed by the formal inauguration of MDA focal persons, who will ensure the platform remains updated and responsive.
Participants commended Governor Charles Chukwuma Soludo, CFR, for this forward-thinking initiative, describing SolutionLens as a game-changer in governance.
The government urged citizens to actively engage with the platform and spread awareness, emphasizing that this initiative will safeguard the integrity and prosperity of Anambra State for generations to come.
Broadcasting
Governor Hyacinth Alia Named Among Nigeria’s Top 50 Digital Economy MVPs for 2025

Benue State Governor, Rev. Fr. Dr. Hyacinth Iormem Alia, has been named among the “50 Most Valuable Personalities (50MVPs) in Nigeria’s Digital Economy 2025,” a prestigious recognition celebrating visionary leadership in technology-driven governance.
Governor Alia’s administration has prioritized digital inclusion and ICT development, introducing groundbreaking initiatives that position Benue State at the forefront of Nigeria’s digital economy. Under his leadership, the government has established three key institutions: the Ministry of Communications, Innovation & Digital Economy, the Benue State Digital Infrastructure Company (BDIC), and the Benue State Digital Infrastructure Services Management and Enforcement Agency (BENDISMEA).
Since assuming office, Alia has launched several digital initiatives, including training over 40,000 civil servants in e-governance tools and equipping 10,000 youths with digital skills. Additionally, the government has set up 276 e-commerce hubs across council wards to support local businesses and young entrepreneurs.
The BDIC, a core driver of Benue’s tech transformation, has spearheaded projects in digital financial inclusion, AI education, and broadband expansion. The state has also partnered with the Digital Bridge Institute (DBI) to establish digital training hubs in all local government areas, targeting 23,000 trainees annually.
Alia’s recognition as one of Nigeria’s top digital leaders will be formalized at the West Africa Convergence Conference (WACC) 2025, scheduled for May 22 at The Colosseum, Lagos. The annual event, organized by Knowhow Media, brings together policymakers and innovators shaping Nigeria’s digital future.
Speaking on the selection process, Dr. Sola Afolabi, Chairman of the 2025 Nomination Committee, praised Alia’s contribution, describing his digital initiatives as “transformational steps that set the benchmark for technology-driven governance.”
Previous editions of the 50MVPs in Nigeria’s Digital Economy have honored notable figures such as Minister of Humanitarian Affairs, Prof. Nentawe Goshwe Yilwatda, and NDPC CEO, Dr. Vincent Olatunji.
Governor Alia’s reforms reflect a broader shift towards digital governance in Nigeria, highlighting the potential of technology to drive inclusive economic growth and efficient public administration.
Broadcasting
5 Things You Absolutely Need to Know About BBNaija Season 10


- E-Financial2 days ago
Access Holdings Sets Benchmark in Fraud Prevention With ₦193.5Bn Tech Investment
- E-Financial2 days ago
MTN’s Digital Lending Arm Disburses $592m Loans in Q1
- E-Financial2 days ago
Access Bank, Deloitte Partner to Equip SMEs with Tools for Growth
- News2 days ago
SERAP Asks Ojulari, NNPC CEO to Account for Missing N500Bn or Face Legal Action
- E-Financial2 days ago
FG Verifies 2m Households for Cash Transfer
- E-Business2 days ago
FG Launches Online Citizenship, Business Management Platform
- Telecom2 days ago
Equinix Expands Digital Footprint in Nigeria with Launch of LG2.3 Data Center
- General News2 days ago
NOTAP Urges South Eastern Entrepreneurs to Embrace Franchising as Business Model