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General News

Why the End-to-End Journey Matters to Customers

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Gone are the days when the customer purchasing journey was a simple, neat linear one from point A to B. Indeed, the process between these two points has become a great deal more complex with the wide array of technologies and purchasing channels available to modern customers.

Think about it. If you want to buy a household appliance like a washing machine, for example, or book a service online, how likely is it that you’ll head straight to the nearest appliance store, or book the very first service you come across while online?

Chances are you’ll start with a search and compare reviews and prices across multiple sites. You might even check customer reviews to see what other people have to say about a service or product, before deciding whether or not it’s worth paying for.

In between becoming aware of a service or a product and deciding to pay for it, a customer can go on several searches, make mistakes, abandon the process before picking it up again, and switch channels. It’s still a journey, but more of a complicated path with twists, turns and detours.

The importance of a customer’s end-to-end journey is well-established in a number of industries, particularly those in the services space. These businesses know that, once they’ve landed a customer, they have to work hard to attract and retain them.

In a world where online is taking an increasingly large slice of the retail pie (data shows that e-commerce spending in Nigeria is growing so rapidly that it’s expected to outperform the global average), companies that understand that the customer journey starts long before they decide to buy something and ends a long time after they’ve paid for the product or service, will be rewarded.

“The key is to constantly look at how to offer real customer value, with a special focus on being there if and when a customer needs you,” says Awazi Angbalaga, Country Manager for SweepSouth, an online home services company through which customers are able to book domestic workers to clean their homes.

“Being able to quickly find a reliable and efficient domestic worker has long been a problem for many people. SweepSouth offers a quick and convenient way to book a trustworthy, thoroughly vetted and excellent cleaner for a time and day that best suits you.” says Angbalaga.

“Clients love the fact that not only do we provide good service, we provide them accountability that was otherwise lacking in other working arrangements they have had in the past to solve for their home cleaning needs. Customers can give SweepStars (the workers on the SweepSouth platform) ratings for other clients to see. We also have a support team on standby if a problem occurs.

Angbalaga adds that the company is well aware that customers are also more likely to recommend brands that have given them a good customer experience to friends and family, making it a crucial way of growing the customer base and revenue.”

The rewards for ensuring that customers have the best possible experience at every point in their journey are significant. Research shows that not only are customers willing to pay more for a great customer experience but that they’ll remain loyal too. That’s crucial, given that up to 65% of a company’s business can come from existing customers.

Companies can reap those rewards if they put in the effort to ensure that the customer has the best possible experience throughout their journey and beyond. And in a world where customers have an array of choices available to them, providing those kinds of experiences isn’t just a nice-to-have, it’s an imperative.


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Ugo Onwuaso is an ICT enthusiast. He believes technology should be used for general good. He holds a Master of Public Administration (MPA) degree from the Lagos state University. Dear Reader, Your support matters. But we believe that technology makes life more exciting and helps improve the lives of people around Nigeria and indeed the world. That is why, we have devoted our energy to independent reportage of technology and finance and how they affect lives. Our incisive and analytical view of how technology news affects the daily life help individuals and organizations make up their minds. Quality journalism costs money. Today, we're asking that you support us to do more. Kindly support our effort to deliver technology and finance journalism to everyone in the world. Donate as little as N1,000. Bank transfers can be made to: UBA Plc 1017156876 Communication Week Media Ltd

General News

DSO: STBMAN Accuses NBC of Contempt, Seeks Presidential Intervention

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Association of Set-Top Box Manufacturers of Nigeria (STBMAN) has accused the National Broadcasting Commission (NBC) of sidelining indigenous manufacturers and flouting a subsisting court order in its push to launch a new satellite-driven Digital Switch Over (DSO) scheme, tagged ‘The Big Picture’.

DSO: STBMAN Accuses NBC of Contempt, Seeks Presidential Intervention

Charles Ebuebu, director-general, NBC

The group is calling on President Bola Tinubu to urgently intervene.

STBMAN, in a statement issued by Sir Godfrey Ohuabunwa, its chairman, described the NBC’s approach as “incoherent and unfair”, alleging a consistent pattern of disregard for existing agreements and stakeholders.

“It is becoming routine for the Commission to embark on a course without the slightest consideration to agreements and for key stakeholders in the DSO ecosystem,” the group stated.

The manufacturers expressed concern over NBC’s plan to import five million hybrid set-top boxes from China, despite a presidential executive order promoting local content in procurement.

They argue this move contradicts the “Nigeria First Policy” and undermines years of local investment.

“NBC should therefore be a promoter of economic activities and not a destroyer of ideas and investments,” STBMAN said, highlighting that its members still hold unsold boxes manufactured to NBC’s original specifications.

READ THE FULL STATEMENT BELOW:

PRESS RELEASE BY THE ASSOCIATION OF SET TOP BOX MANUFACTURERS OF NIGERIA, ON THE JOINT PRESS RELEASE BY THE DIRECTORS GENERAL OF THE NATIONAL BROADCASTING COMMISSION (NBC) AND NIGCOMSAT ON THE UNVEILING OF SATELLITE DRIVEN DIGITAL SWITCH OVER (DSO) TAGGED ‘‘THE BIG PICTURE’’.

The Association of Set Top Box Manufacturers of Nigeria (STBMAN)is once again compelled to issue a statement on the very incoherent and unfair practices being pursued by the National Broadcasting Commission (NBC)in its implementation of the FGN’s policy on the migration from analogue to digital broadcasting. Regrettably, it is becoming routine for the Commission to embark on a course without the slightest consideration to agreements and for key stakeholders in the DSO ecosystem.

The public is invited to note that STBMAN is a body of technology driven businesses and is not averse to the introduction and use of new technologies.

Similarly, it should be noted that the Association is not alluding to any inference that it should be the ultimate determiner of how the project is implanted.

For any keen follower of the DSO since its conception by the DigiTeam, it is not far- fetched to recall its decision on the adoption of the Digital Terrestrial Television (DTT) option as against the DTH on grounds of the cost that will be difficult to bear by the larger part of the TV viewing population.

Secondly, as at today the Federal Government of Nigeria has spent close to over N60Billion on DSO program, excluding Millions of Dollars spent by Broadcast Signal Distributors, local DTT factories and other stakeholders who have deployed DTT Infrastructure. This is not minding the over 10 million Poor Television Households that will be impacted by mindless action of hybrid box.

As we are not averse to any change of any government policy, it is on record that STBMAN at various times have encouraged NBC to partner with NIGCOMSAT to provide the necessary signal transmission/ coverage to ameliorate the heavy cost that was being paid to foreign satellite distribution/ carriers but the NBC outrightly refused to consider this.

It is heart-warming to note finally that NIGCOMSAT is now the latest and best to provide signal coverage.

Curiously, the Press Release stated that local manufacturers would be engaged to produce hybrid compliant reception devices yearly, yet there has been no form of engagement with the 13 licensed STB manufacturers who have committed huge financial cost in the manufacture of DTT boxes specifically ordered and made to specifications provided by the NBC/ Digiteam.

It is imperative for the public to note that the STB manufacturers have toiled and sacrificed for the success of the DSO but at each turn, there appears to be deliberate and calculated move to scuttle their efforts and investments.

For almost 10 years, members of STBMAN have been left with scores of boxes in their warehouses without being able to sell because of NBC’s inability to deliver on its obligations and contractual agreements.

The least that any well-meaning governmental body that cares for the growth of its economy should have done, would have been an engagement with the existing licensed manufacturers to work out an acceptable arrangement, considering the financial investments as well as the changes in technology that have become necessary to undertake.

The public is invited to note further that it was on grounds of this and NBC’s attempt to undermine the agreement and the exclusivity granted the pioneer manufacturers that the Association took out a Writ of Summons in Suit No: FCT/HC/GAR/CV/442/2024 to protect its interest by seeking Court intervention to stop any attempt at licensing new manufacturers of STBs. It is *instructive to emphasis here that on the 11th day of September 2024, the High Court of the Federal Capital Territory, sitting in Abuja made interim orders restraining NBC from taking any further step in relation to the reliefs being sought by the Claimants.

Notwithstanding the fact that NBC is not only seized of the pendency of the case/ action but has joined issues with the Claimants, it has chosen the path of contempt to short circuit the ends of justice.

An order of court, whether valid or not must be obeyed if it is subsisting by all no matter how lowly or lightly placed in society until it is set aside. This is what the rule of law is all about.

As if NBC is running a different Government, in the press release, they intend to import 5,000,000 Hybrid/DTH Set Top Boxes from China, in total disregard of the Presidential Executive Order “The Nigeria First Policy’ which makes it mandatory, that Nigeria comes first in all procurement processes.

No foreign goods or devices that are already produced locally will be procured without a clear justified reason. Accordingly, the policy reflects the vision of President Ahmed Tinubu GCFR in industrializing Nigeria, shielding the economy from global shocks and building sustainable local capacity. NBC should therefore be a promoter of economic activities and not a destroyer of ideas and investments.

In the light of the foregoing, we call on Mr. President, Alh. Bola A. Tinubu GCFR to urgently wage in and stop this rather dangerous trend sought to be perpetrated by the NBC leadership and its advisers.

Thank you.

For: ASSOCIATION OF LICENCED SET TOP BOX MANUFACTURERS OF NIGERIA. (STBMAN)

 

SIR GODFREY N. OHUABUNWA

CHAIRMAN

 

 

 


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Jumia Marks 13 Years of E-Commerce Innovation and Impact in Nigeria

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Jumia, Africa’s e-commerce platform, is celebrating 13 years of transforming the way Nigerians shop. Since its launch in 2012, Jumia has evolved into more than just an online shopping destination. It has become a catalyst for economic growth, digital inclusion, and everyday convenience for millions of Nigerians.

From small business owners and rural consumers, Jumia has played a key role in shaping a more inclusive digital marketplace. Over the past decade, the platform has helped hundreds of local and international brands reach customers across the country, while also supporting thousands of sellers with tools, training, and access to logistics and digital payments.

To commemorate this milestone, Jumia is launching the 2025 Anniversary Campaign under the theme “Enjoyment Overload”, running from June 2 to June 22. While the campaign will feature attractive deals from Nivea, Xiaomi, Itel, Diageo, Ecoflow, Skyrun, Oraimo, Adidas, Reebok, Unilever, Reckitt, and more, it also reflects a deeper celebration of the brand’s enduring impact.

“We are proud of the journey so far, not just in terms of business growth, but in the real-life stories of empowerment and access that Jumia has made possible. With this anniversary campaign, we’re pulling out all the stops to create a celebration that rewards loyalty, excites new users, and showcases the very best of what e-commerce can offer.

This is our way of saying thank you to the millions of Nigerians who have grown with us, challenged us, and inspired us every step of the way,” said Sunil Natraj, CEO, Jumia Nigeria.

“Beiersdorf Nigeria owner of Nivea Brand, is proud to partner with Jumia as the Platinum Sponsor for the 2025 Jumia Anniversary Celebration. This three-week event allows us to showcase our commitment to skincare innovation and reward consumers nationwide.

“NIVEA will highlight key innovations, including our new NIVEA SUNSCREEN – UV Face, re-launched Deep Maxx Tech Body Lotion, and Radiant & Beauty Even Glow, specially designed to meet the unique skincare needs of African skin.

“Through this partnership, we’re bringing trusted skincare solutions to more Nigerians, with exclusive discounts and a 4.5 million Naira grand prize for the top shoppers,” said Dele Adeyole, Country Manager, Beiersdorf Nivea Consumer Product Limited.

Shoppers can look forward to daily flash deals, brand days, games, treasure hunt, and exciting giveaways from Jumia and partner brands.

As Nigeria’s digital economy continues to evolve, Jumia remains committed to simplifying daily life through technology, innovation, and a customer-first approach.


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Report Shows AI Curiosity Among Children more than Doubled in 2025

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Kaspersky has released its annual report on children’s digital interests, with the analysis covering the period from May 2024 to April 2025. It reveals a growing fascination with artificial intelligence (AI) powered chatbots, the viral rise of Italian brainrot memes like “tralalero tralala”, and growing attention to Sprunki — a rhythm-based game combining music and motion. YouTube remains the most popular app among children globally, while WhatsApp overtook TikTok for second place.

In today’s interconnected world, children are engaging with digital technology more than ever before. Recent studies indicate that 8-10-year-old children spend an average of six hours daily on screens, while preteens (ages 11–14) average about nine hours per day.

With such a significant portion of their lives unfolding online, it becomes especially important for parents to understand what captures their children’s attention in the digital space — what they search for, what platforms they use, and which trends influence their interests and behaviour.

Every year, new digital trends shape the way children explore the world. In this year’s report, Kaspersky found a surge of interest in AI tools. While no AI apps appeared in the Top 20 most-used applications in 2023-2024 time period, “Character.AI” has now entered the list, showing that children are not only curious about AI but are actively integrating it into their digital lives.

More than 7.5% of all search queries were about AI chatbots, led by well-known names like ChatGPT, Gemini, and especially Character.AI — a platform that lets users create or interact with bots mimicking fictional or real characters. This marks a sharp rise from last year: in the 2023–2024 report, AI-related queries made up just 3.19% of all searches, increasing more than twice this year.

However, not all chatbot interactions are risk-free. Some bots may expose children to emotionally intense content, misinformation or age-inappropriate themes, especially when created or customised by other users.

Since these platforms often rely on user-generated content and may lack strict moderation, it’s crucial to talk openly with children about how they use AI tools — and to set up apps for digital parenting, such as Kaspersky Safe Kids, that help families stay aware, involved and protected.

In Nigeria, the top 5 of the most popular Android apps were WhatsApp (28,42% – the amount of time spent on the platform), YouTube (17,41%), Chrome (11,29%), Snapchat (10,33%) and Free Fire (5,16%).

While memes made up a small portion of searches this year, they still reveal another layer of children’s digital culture. Many of the most popular memes fell into what’s called “brainrot” — a kind of absurd, deliberately chaotic humour that spreads through short videos.

Among the most searched were the Italian phrase “tralalero tralala” and a meme track called “tung tung tung sahur”. These phrases may sound random to adults, but for many children, they represent shared jokes that move quickly from platform to platform.

Among the newcomers that caught analysts’ attention was Sprunki — a rhythm-based browser game that blends music and visual interaction. Players must hit beats in sync with fast-paced audio, making the experience both immersive and physically engaging.

Its bright, cartoonish design and addictive gameplay have made it increasingly popular with younger audiences. This is reflected not only in Google searches but also on YouTube, where Sprunki entered the top five most searched gaming topics, standing alongside long-time favourites like Brawl Stars and Roblox.

At the same time, more familiar habits remain strong. The most common online activity among children  was searching on Google for streaming platforms — almost 18% of all queries were related to watching videos. Unsurprisingly, YouTube remains the clear favourite Android app, growing from 28.13% to 29.77% over the past year.

WhatsApp rose to second place with 14.72%, overtaking TikTok (12.76%), while Snapchat and Facebook continued to decline. This shift may reflect evolving communication habits — children are using chat apps more frequently to share links, memes and short videos with friends.

Video content and games also remained popular topics in children’s search behaviour. Platforms like Netflix, Twitch and Disney+ held strong — a trend that also echoed findings from Kaspersky’s recent streaming report, which highlighted how entertainment platforms often become targets for cybercriminals. At the same time, in the gaming world, children continued to favour Roblox, Minecraft and increasingly, the browser-based portal Poki — a portal offering hundreds of free games, often simple, fast-paced and instantly accessible in a browser.

“This year’s trends show just how fast children’s digital culture is evolving — one day they’re chatting with AI bots, the next they’re all humming an Italian meme song you’ve never heard of. But behind every trend is a chance for connection.

“When parents take time to understand what their children are watching, playing or searching for, it opens the door to meaningful conversations — and helps build safer, more trusting digital habits. Apps for digital parenting can be a helpful tool in this journey — not only to protect, but to stay involved,” comments Anna Larkina, privacy expert at Kaspersky.

To keep children safe from online threats, Kaspersky recommends the following:

  • Maintain open communication with children about potential online risks and establish clear guidelines to ensure their safety.
  • Secure gaming experiences by installing a trusted security solution, such as Kaspersky Premium, to prevent malicious file downloads.
  • Stay informed about emerging threats and actively monitor children’s online activities in order to create a safer digital environment.
  • Introduce children to cybersecurity basics using educational tools like the Kaspersky Cybersecurity Alphabet — a free downloadable book that explains key concepts, cyber hygiene rules, and how to avoid fraud.

      . Use digital parenting apps like Kaspersky Safe Kids to protect children both online and offline, manage screen time, block inappropriate content, and track their location for greater peace of mind.

 


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