Broadcasting
Why the Next Big Leap Forward for CRM is Transforming into a ‘System of Experiences’
Customer relationship management (CRM) is a massive industry. In fact, it’s the biggest software market in the world that continues to see steady growth. The global market is set to be worth US$94.4-billion by 2027, up from the approximately US$43-billion it’s worth today. That’s hardly surprising, given the major role customer experience (CX) plays as a business differentiator and the importance of customer communication in providing the best possible experience.
Hyther Nizam, President – MEA, Zoho Corp
Over the past decade, CRM solutions have transformed from being mere systems of sales records/activities to systems of intelligence that bring together useful information and tools from various places, helping organisations be more effective at what they do. What was earlier meant to be software only for sales teams has now evolved into a contextual solution in which all customer-facing teams (sales, service, marketing, field) hold a critical stake.
The question now is: What can the next step for CX be? At Zoho, we believe that the next step for CX software is to become ‘systems of experiences’. A system of experiences differs from existing systems in the following ways:
Based on experience, beyond actions and engagement
Typically, CRM (like most contemporary business systems) is organised functionally and optimised for measurable goals like getting more calls, closing more deals, receiving better customer satisfaction ratings or net promoter scores.
While the numbers matter, the qualitative aspects are equally important, like whether customers are being successful, whether they are feeling positive about their experiences, and whether they will come back or bring their friends. These are emotions associated directly with their overall experiences with the brand.
A system of experiences must transcend internal functions to ensure a customer’s experience is smooth throughout their lifecycle with the brand. The system must be thought through backwards from the end-customer experience rather than defining goals and then trying to design a matching CX strategy.
It blends organisational functions
When a customer looks at a promotional message, goes to your online store, and has a question, they will likely chat with someone from your organisation. The customer has essentially come into contact with three functions here, but they do not know that, nor do they need to know.
In this case, the service agent must be able to automatically pull up information like where the customer came from, how they got there, and what their history of experiences has been with the brand.
They must also be able to look up retail availability of a stock-keeping unit or even add a retail associate to that chat. Regardless of functional alignments internally, everyone needs to come together to make the customer successful. And the software must make this possible by making the employee experience cross-functional and friction-free.
It prioritises all stakeholders
Every CX platform has a strong focus on the customer. However, not all customers are external to the organisation. In a cross-functional setting, team interdependence is a given.
Many functions are also dependent on the ecosystem around the organisation — vendors, distribution network, gig/temporary staff. But they can’t all use the same interface nor does everyone need the exact same set of features within the CX platform.
The trouble is, while a lot of CRM solutions already offer an abundance of personalisation for customer experiences, the same is not true for employee experiences. As a result, everyone’s using the same system and paying the productivity tax for no reason.
When so many stakeholders contribute in their own ways to the end-customer’s experience, the software platform that powers everything must make each person more productive through personalisation, and also add a multiplier effect by making contextual, timely collaboration possible. Imagine a reality where the system is tailor-made for each employee’s role. That is true all-around personalisation.
At Zoho, it’s what we’ve aimed to do with Canvas (design platform), the latest addition to our CRM offering. We believe it’s a more natural solution to the challenge of software acceptance and adoption among end-users. Our ultimate aim is for businesses to create enterprise-wide software experiences with consumer-grade simplicity.
It’s flexible enough for your present, future, and beyond
In today’s environment, the experience your customer expects to have from your business might have been inspired from another industry entirely. Social media, for example, has forced enterprise software to become simpler and more user-friendly, and e-commerce sites have changed the face of B2B procurement.
Your CRM system should, therefore, be able to meet any changes within your organisation’s system and to wider industry and technology trends. There is no overstating the value of being flexible, especially in a business environment where everything can change in a moment.
If you examine your current system through these lenses, you will be able to see how well your primary CX enablers (people, processes, technology, context) are aligned to form a ‘system of experiences’ for the end-users.
The shift to an experience economy, however, is not a one-off job that simply modernizes your CX systems with a quick upgrade. It’s rather a thoughtful transition that happens over the years when an organisation continually strives to deliver a consistently delightful experience, be it reactive, proactive, or predictive.
Nigerian singer, songwriter, and producer CKay has officially surpassed one billion streams on Spotify with his breakout hit Love Nwantiti, making him one of the few African artists to reach this milestone and the first Nigerian solo act to do so.
Ckay
The rise of the emotional Afrobeats anthem
Originally an early hit when it dropped in 2019, “Love Nwantiti” (released on CKay’s EP – CKay the First) began as a slow-burn masterpiece that captured a global audience. The song broke out by blending the grooving rhythm of Afrobeats with an emotional feeling and an entrancing melody, a sound CKay himself pioneered and coined as “Emo-Afrobeats,” fusing African rhythms with raw, heartfelt emotion.
The song, which translates to “sweet gentle love” in the Igbo language, communicates an intense desire for a love interest. Its journey from a homegrown Nigerian track to a cultural sensation fueled by countless dance challenges, social virality, and international remixes is proof of the widespread power of its sound. The song remains a fixture on playlists globally, with over 3.9 million playlist adds and sustained streaming momentum across continents.
A solo milestone, a global legacy
Love Nwantiti’s sustained global appeal is undeniable: in the last 28 days alone, listeners from the United States , India,, Indonesia, Brazil , and the United Kingdom continue to press play, proof of the track’s staying power well beyond its viral peak.
This achievement places CKay in an elite group of African artists with billion-stream records on Spotify, which includes hits driven by collaborations with Nigerian artists, such as Drake’s One Dance (featuring Wizkid and Kyla), Future’s Wait For U (featuring Drake and Tems), and Rema’s Calm Down (featuring Selena Gomez), and solo song Water, by Tyla.
CKay achieved this historic mark with a solo, non-collaborative lead release by a Nigerian artist. This distinction highlights his unique vision and singular impact as both a writer and performer, making him a true torchbearer for the new generation of African music talent.
“Love Nwantiti” is more than a viral hit; it is a cultural reset. Demonstrating the rich storytelling and emotional depth of his sound, CKay didn’t just break borders, he built a powerful bridge for the global crossover of authentic African music, proving its resonance on the global stage.
CKay’s success is a signal for the future of African music on the global stage. Let us know if you’d like more on CKay’s journey or the song’s global streaming story.
Broadcasting
Global South Alliance Launches $72,000 Datafication and Democracy Fund to Support 2026 Research Projects
The Global South Alliance, a coalition of 26 digital rights organizations, launched today the second edition of the “Datafication and Democracy Fund” on December 9.
Global South Alliance
The Fund will provide more US$ 72,000 to support research and advocacy projects focused on datafication and democracy to be implemented in 2026.
The Datafication and Democracy Fund was launched during the fourth edition of the Data Privacy Global Conference, organized in São Paulo, Brazil. The Global South Alliance is jointly managed by Data Privacy Brasil, Aapti Institute, and Paradigm Initiative.
The members are Asociación por los Derechos Civiles, Bolo Bhi, Center for Communication and Governance, CIPESA, Derechos Digitales, Digital Rights Foundation, Dukingire Isi Yacu, Internet Bolivia, Pollicy, Research ICT Africa, Fundación Multitudes, InternetLab, Thraets, Jokkolabs Banjul, Aláfia Lab, Centre for Policy Alternatives, KICTANET, Tech Global Institute, Freedom Forum, TEDIC, Digital Access, Center for AI and Tech Innovation for Democracy and Masaar.
The call for proposals is open to non-profit, non-governmental organizations based in the Global South working on digital rights and related public policy issues. Previously supported organizations have addressed topics such as online child protection, data governance in electoral processes, biometric technologies in stadiums and large events, mandatory biometric data collection of migrants, and discriminatory surveillance and datafication practices.
According to the launch announcement, the Datafication and Democracy Fund “aims to finance research and public policy analysis projects that address critical questions arising from the impact of datafication on democracy.” The Alliance emphasizes that “datafication is a deep and complex process of social transformation: it shapes the provision of public services mediated by information technologies, the emergence of digital public infrastructures, the data-driven nature of elections, the reconfiguration of markets and platforms, and many aspects of civic life. Beyond deliberative processes and elections, datafication exacerbates democratic challenges such as transparency, due process, and respect for citizens’ autonomy.”
Selected applicants will receive grants of up to US$ 8,000 to support their research projects. Depending on the proposals submitted, between 8 and 12 projects will be funded. All funded projects must be carried out during 2026.
Applicants are required to submit:
A one-page cover letter outlining the organization’s background, experience, and motivation for participating in the research program;
A proposal of up to five pages detailing the topic, scope, methodology, expected results, and relevance of the project to digital rights and democracy in the Global South;
A detailed budget, not exceeding US$ 8,000, specifying how resources will be allocated across the proposed project’s components.
Applications must be submitted in English by January 30th 2026, through the designated online form.
South Africa’s leading pay-TV operator, Multichoice, owner of DStv and Showmax, will officially delist from the Johannesburg Stock Exchange (JSE) this week following its acquisition by French media giant Canal+.
DStv
The delisting, scheduled to take effect on Wednesday, Dec. 10, 2025, also applies to Multichoice’s ordinary shares on the A2X Markets.
The move comes after Canal+ completed a Squeeze-Out of remaining shareholders, securing full ownership of the company after nearly two years of acquisition efforts.
According to the company, the delisting remains subject to regulatory approvals from the JSE, the A2X, and the South African Reserve Bank. Canal+ has pledged to comply with conditions set by South Africa’s competition authorities and intends to proceed with a secondary inward listing on the JSE within nine months of the delisting.
Founded in 1985 with the launch of M-Net, Multichoice has been a household name across Africa for four decades. It introduced DStv in 1995, expanded into multiple African markets, and launched its streaming platform, Showmax, in 2015.
In 2019, Multichoice was spun out of Naspers, South Africa’s most valuable company, and later began secondary trading on A2X in 2020.
The acquisition by Canal+ marks a significant shift in South Africa’s media landscape. Local investors will no longer be able to hold direct stakes in Multichoice, but will only gain indirect exposure once Canal+ completes its planned inward listing.
Industry analysts say the takeover underscores the growing consolidation in global media markets, with Canal+ strengthening its footprint across Africa through Multichoice’s extensive subscriber base and sports broadcasting rights via Supersport.
Ecobank Nigeria to Fully Repay $300m Eurobond Ahead of Schedule
PalmPay MD Seeks Deeper Financial Inclusion @ CeBIH Annual Conference 2025
Airtel Africa Foundation Opens Undergraduate Scholarship Portal in Nigeria
YouTube Nigeria Unveils 2025’s Top Lists and Launches New YouTube Recap Feature
Reps Give Banks Four-Day Ultimatum on Tax Deductions, Charges
Kaspersky Introduces Cyber Pathways to Support Career Development in Cybersecurity
NITDA DG Tasks Youths to Drive Africa’s Digital Transformation
Firm Urges Organizations to Check Protection of their Websites Amid Search Engine Optimisation Attack Schemes
Hackers Breach Phones of Dangote and Otedola, Demand Ransom
FCCPC Sets Deadline for Digital Lending Regulatory Compliance
Telecom3 days agoNigeria Dominates 2025 TikTok Sub-Saharan Africa Awards with Six Wins
E-Financial2 days agoCBN Rejigs Financial Inclusion Strategy to Boost Economic Growth
E-Financial3 days agoFG, SEC, NGX Group Agree on Capital Gains Tax Reform
E-Business3 days agoReport Reveals Half of 2025’s Compromised Passwords were Already Leaked
Broadcasting3 days agoEFCC Arik Case: Witness Testifies on Receiver Manager Nominee’s Role in NG Eagle Shareholding
E-Financial3 days agoA Nation on Alert: Is FIRS’ Xpress Payments Move Consolidating a Revenue Cartel?
E-Financial2 days agoSEC Urges IST to Freeze all CBEX Bank Accounts in Nigeria
Telecom3 days agoAirtel Africa Foundation Celebrates International Volunteer Day, Honours Employee Volunteers