Broadcasting
5 Customer Experience Trends You Need to be Aware of this Year
By Prashanth Krishnaswami, Head of CX Market Strategy & Thought Leadership, Zoho Corp.
It’s no secret that customer experience (CX) is a major point of differentiation between organisations. “One in three consumers (32%) say they will walk away from a brand they love after just one bad experience,” according to PwC’s 2018 consumer intelligence report that surveyed 15,000 people from 12 nations. Besides, the definition of a ‘first-class CX’ evolves constantly, and organisations need to similarly adapt, tweak and innovate their CX program to match changing needs and preferences.
With that in mind, here are some of the major trends that will define CX in 2022.
Privacy and trust-by-design
With governments around the globe introducing stringent privacy laws, all companies now have a baseline to work from. Nigeria is no exception. On 25th January 2019, the National Data Protection Regulation (NDPR) was issued in accordance with section 6 (a) and (c) of the National Information Technology Development Agency Act 2007 (‘NITDA Act’) in recognition that a lot of public and private bodies have migrated their respective businesses and information systems online. But simply meeting those basic requirements won’t be enough for customers who are increasingly concerned about how their personal data is used and stored.
Organisations shouldn’t just view customer privacy as a legal imperative, but also as an ethical priority. That means adopting a privacy-first approach for their business operations including product management, supply chain networks, software partner choices, CX programs, and workplace culture. Customers will switch to brands that offer more privacy and take data security extra seriously. They would even pay a premium for offerings from such brands. This is already starting to be true and will only get stronger as a trend.
Additionally, customers will be increasingly drawn to brands that demonstrate trustworthiness through focus on inclusive and sustainable growth, responsible sourcing practises, thoughtful waste management, and fair wages, among other things.
Self-service becomes increasingly critical
Today’s customer prefers to be in control of their interactions with companies. Whether it’s billing, commerce, or account management, customers would rather handle it themselves than have to deal with a number of people within the organisation. And while self-service has long been in play in the B2C space, it’s growing in importance in the B2B segments too.
It’s also important for organisations to think about how they deliver self-service functions. Zero UI, for instance, is gaining popularity. Organisations need to understand invisible user interfaces that are activated by voice, gestures, and movements. While these technologies may not be as prevalent in Nigeria as they are in more developed markets, it’s still important that organisations work on them now and not risk getting left behind.
Unified technology platforms come to the fore
Creating seamless customer experiences depends to a huge extent on how well your internal functions and teams can converge and collaborate during every customer touch-point. That internal collaboration can be made a great deal smoother through the use of unified CX technology platforms that blend organisational functions and show the entirety of each customer’s story.
Unified platforms help your organisation avoid wasting time trying to integrate disparate pieces of software and instead bring together data from across the organisation for various needs such as cross-referencing customer context, performing automation, and coaching employees.
Reliability matters
With so many areas of everyday Nigerian life plagued by unreliability, customers are desperate for reliable experiences. In fact, consistently good experiences will probably win you more favour than the odd exceptional experience. That’s not to say organisations shouldn’t try out fancy ideas and experiences from time to time. But they should only do so if they have the basics firmly in place. A birthday gift from a bank is meaningless if you can’t move your money around when you direly need to.
Personalisation will pay off
While there was a time when simply including a customer’s name on a piece of communication counted as personalisation, that’s no longer the case. Today, personalisation is about reaching customers with the right message on the right platform at the right time. Of course, achieving that level of personalisation requires data. That means organisations have to balance the usefulness of personalisation with the responsibility of upholding customer privacy. For brands with an international presence especially, this means having a firm grasp of the technological and regulatory environments they operate in.
As these trends may indicate, CX leaders and program managers have a tricky year ahead, with both technology and customer expectations evolving alongside the pandemic itself. The best attitude to have is a mix of flexibility and pragmatism.
By Seye Folajimi
I start each day with one goal: to be as efficient and focused as possible. A developer’s life is full of interruptions, and without good time management, it’s easy to fall behind. As a Backend Engineer at Moniepoint, I’ve assembled the toolkit that helps me and I believe by extension any technical professional to deliver results consistently.
In this feature article, I’ll share the tools and habits that have practically multiplied my productivity and sharpened my focus on the job.
My Daily Toolbox
I rely on a handful of core tools every day. IntelliJ IDEA and Visual Studio Code are my primary editors: IntelliJ for heavy backend work (it’s packed with features) and VS Code for quick edits or scripting. When testing APIs or debugging endpoints, Postman is indispensable for sending requests and saving environments. For spotting code or configuration differences, I often paste text into Diffchecker.com and let it highlight the changes. And for database work, MySQL Workbench provides a visual SQL editor and schema designer that saves me a ton of time. Dear professional, using the right tool for each task means fewer context switches and a smoother workflow.
Productivity Strategies That Power My Workflow
Beyond raw tools, I use structured habits to stay on track. I break the day into focused blocks and assign each chunk to an activity (coding, reviews, meetings, etc.). This time-blocking approach improves focus by letting me give my full attention to one task at a time. I also apply the Eisenhower Matrix to categorize tasks by urgency and importance; this ensures I tackle critical work first. Rather than flitting between emails, calls, and code, I batch similar tasks into dedicated slots. Some of my core techniques include:
Time Blocking: I assign specific blocks of time for coding, meetings, code reviews, and so on. This means I can dive deep into one task without switching contexts. (For example, I often use 25-minute sprints followed by a 5-minute break – the classic Pomodoro cycle – to keep my mind sharp.)
Prioritization (Eisenhower Matrix): Each morning I list my tasks and sort them by urgency vs importance. The Matrix helps me “do first” what truly matters and “delegate or drop” low-value items. This clarity prevents me from getting bogged down by busywork.
Automation: Whenever I catch myself doing something repetitive, I stop and ask, “Can I script this?” Whether it’s a shell script for routine commands or a CI/CD pipeline for deployment, automation frees up hours. Reducing manual repetition lets me focus on more critical work. Even simple automations (backups, report generation, test harnesses) add up to big time savings.
Notification Discipline: I turn off unnecessary notifications and check email/Slack only at scheduled times. By minimizing interruptions, I stay “in the zone” longer and preserve my cognitive energy.
Building My Custom Focus Extension: The Hot Gate
I even took matters into my own hands by coding a productivity tool from scratch, i called it “THE HOT GATE” .
The “Hot Gate” refers to the ancient Battle of Thermopylae in 480 BCE, a famous event in Greek history. It’s where King Leonidas of Sparta and a small force of Greeks (famously 300 Spartans) held off the vast Persian army of Xerxes I for several days.
The extension:
Blocks distracting websites during deep work sessions.
Organizes tabs to reduce clutter.
Unlocks distractions only during breaks.
I built it using JavaScript and browser APIs. One limitation: I can still turn it off manually. I’m considering adding a restriction to prevent that—but it’s still a local extension. Maybe someday I’ll publish it.
Breaks and Rewards
I’ve learned that smart breaks actually boost productivity. I take 2–4 minute strolls every hour, prompted by reminders from our infrastructure team. It’s refreshing and clears my head.
After big wins (like deploying a major feature or solving a tough bug), I reward myself—whether it’s a nice meal, a movie night, or just a chat with friends. These rewards keep me motivated and prevent burnout.
Wrapping Up
In my experience, combining the right tools with disciplined habits is what unlocks consistent high performance.
I’m constantly refining my setup—automating repetitive tasks, organizing my schedule better, and building systems that help me stay in the zone.
At Moniepoint and beyond, delivering quickly and reliably takes more than just code. It takes systems thinking, self-awareness, and the discipline to evolve your workflow over time.
By adopting these practices, I’ve become both more productive and more fulfilled. And I’m hoping the story is same or at least similar for you after reading this.
Seye Folajimi is a backend engineer with Africa’s fastest growing financial institution, Moniepoint Inc.
This summer, London’s West End will transform into a vibrant showcase of African excellence as TALES (The African Lifestyle Experience) returns with its most ambitious edition yet: Reimagine 2025.
A Luxury Cultural Experience
Hosted at Luxury Promise, 28 Cavendish Square, just off Oxford Street, the event will run from July 25 to August 3, 2025, offering ten days of curated experiences, fashion-forward storytelling, and cultural immersion.
With over 70 curated brands spanning fashion, beauty, art, music, and home décor, TALES 2025 will spotlight Africa’s brightest creative talents and celebrate craftsmanship across the diaspora.
Key Highlights
- Exclusive African Fashion & Craftsmanship Discover one-of-a-kind pieces, from bold fashion in traditional textiles like Aso Oke, Adinkra, and Bantu, to luxury handmade beauty products and bespoke interiors.
- Fireside Chats with Industry Icons Intimate conversations with trailblazers and tastemakers exploring the future of African entrepreneurship, culture, and design.
- Kidpreneur x The Veteran A standout feature returns, bridging generations of innovation by spotlighting rising Gen Z entrepreneurs alongside industry legends like Gloria Ije Anyaehie-Coker, founder of GIA1 Fashion.
- Exclusive Travel Offer with Air Peace TALES is partnering with Air Peace to offer a 15% flight base fare discount for brands and attendees flying to London, strengthening connections within the diaspora.
A Global Movement Powered by Bellafricana
Backed by Bellafricana, a platform empowering African creative entrepreneurs across 18+ countries, TALES champions authentic African stories, craftsmanship, and visibility on the world stage.
Supported by the City of Westminster
The City of Westminster proudly supports TALES 2025, reinforcing London’s commitment to diversity, innovation, and inclusive cultural celebration. The event will be featured across Oxford Street’s Instagram and website, ensuring maximum visibility.
Why It Matters
Following the runaway success of TALES 2024, which featured 40 brands and attracted a global audience, Reimagine 2025 raises the bar. As London’s fashion and cultural scene increasingly embraces diversity and authenticity, TALES 2025 is a timely and necessary celebration of African brilliance.
Whether you’re a fashion enthusiast, culture lover, or global tastemaker, TALES 2025 is where Africa’s future-forward creativity meets London’s cultural heartbeat.
Event Details
Venue: Luxury Promise, The Corner Showroom, 28 Cavendish Square, London W1G 0DB 
Dates: July 25 – August 3, 2025 
Admission: FREE — Registration required at
Bolt, Africa’s leading ride-hailing platform, hosted its Bolt Family Fest in Lagos to honour driver loyalty, reward top performers, and strengthen community ties within its driver network.
As Bolt’s largest market in Nigeria, Lagos served as the ideal location for this vibrant celebration of excellence and shared growth.
The event recognised and rewarded some of Bolt’s longest-serving and still-active drivers, who have been with the platform for 7 to 8 years since the early days when Bolt was known as Taxify.
These veteran drivers were specially recognized and rewarded, each receiving a cash award of ₦200,000 in appreciation of their commitment to the platform and consistent service delivery.
In addition to honouring loyalty, the Bolt Family Fest provided a platform to scale up vehicle branding efforts in the city.
The on-site branding process was made easy and accessible for drivers, while attractive incentives including branded merchandise, gift bags, and raffle entries encouraged participation.
A key highlight of the day was a lucky dip giveaway, where two lucky drivers, one newly branded and one previously branded each walked away with a brand-new SmartTV.
Osi Oguah, General Manager, Bolt Nigeria said: “Our drivers are the heart of everything we do at Bolt, and this event is our way of saying thank you for their dedication and professionalism. We’re not just building a platform, we’re building a family.
“The Bolt Family Fest is about creating moments of connection and showing our drivers they are seen, appreciated, and celebrated.”
The event delivered multiple wins for Bolt including increased the number of branded vehicles in Lagos, enhanced Bolt’s street-level visibility across the city and strengthened the sense of unity and pride within the driver community.
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