E-Business
Weak Mobile Customer Service Harming Customer Engagement- Gartner

Following a prediction that by 2017, one-third of all customer service interactions will still require the support of a human intermediary, Gartner, Inc. said that weak mobile customer service is harming customer engagement.
No rallying principle in the enterprise matters more than the creation of superior customer engagement and IT leaders will need to innovate in engaging customers on all channels and have the metrics to choose the right projects, the Company said.
“Marketing may fill the sales funnel, and the sales department can close a deal, yet it is the overall impression of the enterprise generated by the quality of customer service that differentiates one enterprise from another,” said Michael Maoz, vice president and distinguished analyst at Gartner.
“Translating this general and departmental customer engagement concept into operational components across the enterprise is transforming the definition of customer service from an isolated function into an enterprise objective delivered across all points where the customer “touches” the business.”
Gartner has made a number of predictions about mobile customer service, including:
By 2017, One Third Of All Customer Service Interactions Will Still Require The Support Of A Human Intermediary.
Automation and intelligence agents are reducing the percentage of customer support interactions that require a human to solve.
However, the pace of introduction channel choice (such as sensors, virtual customer assistants, advanced search, kiosks and in-line video chat) and the focus on personalized customer experiences will require companies in most industries to retain a highly trained core of customer service professionals.
Looking across industries and the world, nearly 60 percent of customer service interactions required the intervention of a human support agent in 2014.
Gartner predicts that this will be cut nearly in half over the next 24 months through more radical self-service, communities, alerts and mobile devices.
“Businesses need to focus on what key customer experiences would benefit from customer engagement with a human,” said Mr. Maoz. “It is important to poll customers and internal stakeholders such as those in marketing, sales, customer support and inventory/shipping/billing, where the availability of a human customer support representative can mean the difference between a sale or no sale, the acceptance of an offer or its rejection, and/or a quality customer experience.”
By 2018, Five Percent Of Customer Service Cases Will Be Initiated By Internet-Connected Devices, Up From 0.02 Percent In 2014.
The installed base of “things,” excluding PCs, tablets and smartphones, will grow to 26 billion units in 2020.
By this time, a home could have more than 500 smart objects collaborating in a personal Internet of Things (IoT).
As things, places, people and systems become increasingly connected, the ability to monitor operations, statuses, service levels and many other metrics become possible. The added connectivity, communications and intelligence of things make many of them agents for services that are currently requested and delivered through people.
“The explosive growth of the IoT and associated use cases will bring a transformational change in the customer service space.” said Olive Huang, research director at Gartner. “A number of industries will be the front runners in this trend, such as manufacturing, healthcare providers, insurance, banking and securities, retail and wholesale, computing services, government, transportation, utilities, real estate and business services, agriculture and communications.”
More Than 100 Of The 500 Largest Global Businesses Will Introduce Video-Based Chat By 2018 For Customer-Facing Interactions.
Driven by the fast growth of mobile devices and companies’ sense of urgency to deliver excellent customer experience as a competitive differentiator, video chat for customer interactions is rapidly rising toward an innovation peak.
Entering 2015, Gartner estimates that more than 50 of the 500 largest global businesses will introduce video-based chat by 2018 for customer-facing interactions.
This is set to double in three years.
“Video chat provides customers with a richer sense of presence, personalized experience by helped coordination of communication and the support of emotional expression, and the real-time sharing of content,” said Brian Manusama, research director at Gartner. “Video, enabled by increased bandwidth, has been out there in the marketplace for some years. The past year, an increased number of vendors have embarked on this trend with either point solutions or are integrated in current solution suites. This is a trend that will continue in 2015.”
E-Business
Firm Warns of Blackmail from Alleged “Hackers”, “Law Enforcement” and “Hitmen”

Attackers are incorporating personal details like full names and phone numbers in scam emails to appear credible and induce panic among victims. Scammers may pose as hackers with compromising data, law enforcement agencies issuing fake summons, or even hired assassins demanding ransoms. These threats often leverage techniques to evade email filters and other security solutions, underscoring the need for heightened vigilance.

In the most common variant, scammers impersonate hackers who claim to have infiltrated the victim’s devices. They allege to have access to cameras, microphones, browsing history, and sensitive files, often threatening to release explicit content captured via webcam or screen recordings supposedly taken whilst the victim was watching adult content.
Demands typically involve hundreds of US dollars in cryptocurrency, with promises to delete the data upon payment. These emails may include detailed narratives of the supposed breach, including explanations of malware types and advice on better security – ironically, tips that align with genuine best practices.
Another scam twist involves fraudsters posing as hired hitmen. In this scheme, the sender claims a contract has been placed on the victim’s life but offers to spare them if they outbid the original payer.
The email includes a cryptocurrency wallet for the ransom, framing the scammer as a “merciful” intermediary. This variant relies on fear rather than embarrassment, promising the victim’s life in exchange for payment.
Another prevalent tactic sees scammers masquerading as law enforcement agencies, such as Europol. Victims receive emails with attached PDF or DOC files containing fake summonses accusing them of serious crimes like child exploitation, exhibitionism, or human trafficking.
These documents cite fabricated articles of legal codes, feature forged signatures and seals, and urge immediate contact via a provided email to “resolve” the matter. Upon response, the “authorities” demand paying fines to avoid prosecution, often leading to cryptocurrency transfers.
“To slip past protective solutions, scammers employ various evasion tactics. These include embedding the main threat in attachments to avoid body text scanning, mixing letters from different alphabets (e.g., replacing Latin letters with similar Cyrillic ones), adding diacritical marks via HTML codes, varying fonts in HTML markup, inserting random symbols or punctuation between words, and hiding text in invisible HTML tables.
“Such “noise” makes detection by security solutions more difficult, as each email variant appears unique while remaining readable to humans. For example, cryptocurrency wallet addresses might be obscured with HTML entities to evade filters without hindering the victim’s ability to copy them,” comments Anna Lazaricheva, Senior Spam Analyst at Kaspersky.
E-Business
Nigeria to Unveil Single-Entry Emergency Passport for Citizens Abroad

Nigeria Immigration Service (NIS) is developing a Single-Entry Emergency Travel Passport (STEP) to replace the current Emergency Travel Certificate (ETC).

STEP will aid stranded Nigerians abroad; aligns with broader immigration and border control reforms
Comptroller General Kemi Nanna Nandap announced the initiative this week during a policy meeting organized in partnership with the French government.
Nandap explained that the STEP will serve as a temporary travel document for Nigerian citizens abroad whose passports have expired, been lost, or stolen, enabling them to return home safely.
The new document is part of broader immigration reforms aimed at strengthening identity management and border control in line with global standards.
Since May 2025, Nigerian authorities have been pursuing wide-ranging immigration reforms focused on expatriate management and the visa system.
The measures seek to prevent misuse of expatriate quotas, encourage skills transfer, and streamline immigration procedures through digitization.
The reforms also reinforce the fight against human trafficking and migrant smuggling through tighter border control and better-coordinated migration management.
In October, authorities launched nationwide inspections targeting undocumented foreign nationals, particularly those who had overstayed their visas or violated entry conditions.
Offenders face sanctions such as overstay fines, deportation, and possible future entry bans.
The new STEP will be issued at designated Nigerian embassies and consulates abroad and will be valid for a single entry only.
E-Business
NITDA Highlights Economic Impact, Digital Transformation Gains, as ICEGOV 2025 Concludes in Abuja

The National Information Technology Development Agency (NITDA) has hailed the successful conclusion of the 18th International Conference on Theory and Practice of Electronic Governance (ICEGOV 2025) as a landmark moment for Nigeria’s digital economy aspirations, citing its direct contribution to research excellence, global collaboration and the nation’s ongoing digital transformation agenda.

Hosted in Abuja under the patronage of President Asiwaju Bola Ahmed Tinubu, ICEGOV 2025 convened global experts for four days of rigorous debate, innovative research presentations, and high-impact partnerships, a convergence that NITDA says aligns closely with the President’s redefined priority area of accelerating economic diversification through industrialisation and digitisation.
The conference, a United Nations University (UNU-EGOV) initiative founded in 2007, brought together academia, industry leaders, civil society, development institutions and government actors to shape the future of electronic governance. This year’s edition placed Nigeria at the center of global digital discourse, showcasing the country’s rising intellectual and technological capacity.
A total of 151 scientific papers were submitted by 308 authors from 33 countries, with emerging economies accounting for 68% of participating scholars, a clear sign of the conference’s inclusive reach. Nigeria led global submissions with 102 authors, followed by Brazil, India, Portugal and Greece.
NITDA emphasised that this strong participation reflects the Agency’s decade-long investment in digital talent development, research funding and ecosystem strengthening, which are investments that are already translating into local and international recognition.
The conference also honoured outstanding research through its Best Paper Awards. Notably, Robert Ifeonu of the Central Bank of Nigeria earned the top award in the Research category for his paper “Micro-Transformation Framework for Public Sector Innovation: Catalysing Resilient, Outcome-Driven Digital Governance.” This, NITDA noted, underscores Nigeria’s emerging leadership in developing home-grown digital governance models capable of driving socio-economic impact.
In her closing remarks, Professor Delfina Soares, Director of UNU-EGOV, extended appreciation to NITDA Director-General, Kashifu Inuwa CCIE, for his early endorsement and strategic leadership in bringing ICEGOV to Abuja. She noted that the local partnerships and sponsorships facilitated by NITDA significantly enhanced the conference’s global value and strengthened Africa’s position in digital governance research.
Speaking on the event’s economic and strategic implications, NITDA affirmed that hosting ICEGOV 2025 delivered multiple layers of value, from boosting Nigeria’s reputation as a digital innovation hub to fostering partnerships that will stimulate new investments, research collaborations and capacity-building programmes.
The Agency added that insights and tools shared during the conference will further accelerate the actualisation of its digital transformation agenda, strengthen public sector efficiency and support the Federal Government’s commitment to economic diversification through digitisation and industrialisation. The knowledge exchange from ICEGOV, it said, will catalyse improved service delivery, enhanced regulatory frameworks and the deepening of Nigeria’s knowledge-driven economy.
As delegates departed Abuja carrying new research linkages and strategic commitments, NITDA reaffirmed its readiness to sustain the momentum, ensuring that Nigeria not only participates in global digital governance conversations but also shapes them.
News1 day agoPreventive, Silicon Valley Firm May Birth Genetically Engineered Babies
E-Business1 day agoNigeria to Unveil Single-Entry Emergency Passport for Citizens Abroad
E-Financial1 day agoFG Seeks Fresh $500m World Bank Loan for MSMEs
General News1 day agoCOVID-19 Vaccines may Help some Cancer Patients Fight Tumors
Telecom1 day agoGlo Announces N1m Monthly Giveaway in New Trivia Game
E-Business1 day agoNITDA Highlights Economic Impact, Digital Transformation Gains, as ICEGOV 2025 Concludes in Abuja
E-Financial1 day agoUBA Reaffirms Commitment to Empowering African Entrepreneurs
E-Financial1 day agoNDIC Now Better Positioned to Prosecute Parties at Fault for Bank Failure













