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iSON Technologies Transforming Customer Experience in Africa

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By peter oluka

Most conversations today revolve around enhancing customer experience through digitisation. Research has revealed that over 72 percent of global businesses are highly eager to prioritize their customer experience journey through tangible improvements.

Yet and not surprisingly, according to the annual CX report by Forrester (2016), globally, companies lose over $340Bn due to poor customer service/customer experience management every year. This is a startling number.

In his presentation at the recently concluded ‘Africacom’, titled; ‘’Transforming Customer Experience – Shifting Gears at Bigdata Stream’’, Akshay Grover, Chief Growth Officer at iSON Technologies, stressed on the fact that new age digital services/ operations have raised the competitive bar in every sector. In addition, to capture the opportunity in its entirety, company executives should with immediate effect, embrace a new operating model that exponentially improves the digital customer experience.

According to Grover, through iSON’s digital consumer expertise and service-operations work with leading practitioners, the company has distilled elements that it believes are critical in shifting away from the present uncoordinated efforts within organizational silos to launching an integrated operating model that is organized around the entire customer experience lifecycle, right from the point of purchase.

He went on to explain how iSON Technologies has successfully transformed customer experience through creating a holistic self-care application, developed for a major telecommunications giant in Africa. Reduction of inbound customer-care calls by 15 percent, elimination of long ‘call-waiting lines’ and more 2 million subscribers shifting to use the app within 3 months of launch clearly reflect sustained positive results.

Grover further stated that iSON Technologies expedites an experience based approach to transforming their customer profile.

Rather than digitizing lots of elements, they focus on selective transformation, singling out a handful of customer journeys that really matter within key segments; mapping how those journeys flow across functions, channels and device along with identifying where the key pain points lie. Re-imagination and innovation lead to processes intersecting cleanly with social, mobile, cloud technology & artificial intelligence to deliver a superior customer experience.

It is no surprise that a lot of digital journey transformations struggle to succeed, when we consider that the execution of the same is a complex, multidimensional task.

A constant evolving global market and paradigm shifts in consumer dynamics require fast, frictionless “real time” insights into multiple different areas for decision making, especially in customer-journey management and design. It requires a combination of traditional transformation elements—such as rigorous, top-management commitment and steering—and cross-functional teamwork (including the agile delivery of technology) along every phase of the journey. Nonetheless in the long run, the reward is definitely worth the while.


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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

E-Business

Ozi Launches to Redefine $460Bn Global Package Delivery Market

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Ozi (www.ozionline.com), a pioneer community-driven delivery app, launches, offering users a new way to send packages and earn extra cash.

L-r: Co-Founders of Ozionline.com: Ikenna Ani (CEO), Azubike Augustine (COO) and Engr. Christian Chime (CTO)

By connecting people traveling with those needing package delivery, Ozi turns everyday trips into profitable opportunities, aiming to disrupt the global parcel delivery industry, also known as the Courier, Express, and Parcel (CEP) market, currently valued at around $460 billion.

Imagine this scenario – You’re traveling to Abuja from Lagos and have empty space in your car. With Ozi, that unused capacity can earn you extra cash by delivering a package along the way. Or maybe you’re a small business owner who needs to send a package to another state but balk at the high cost of courier services.

With Ozi, you can find a verified traveler heading in the right direction to handle your delivery, Engr. Christian Chime, Ozi’s co-founder and CEO, said during the startup launch held at Four Point by Sheraton, Victoria Island, Lagos.

“Why travel empty when you can earn?” asks Engr. Chime said. “Ozi allows travelers to make the most of their journeys while helping others get their packages delivered with ease.”

“This simple yet powerful idea leverages the daily movements of millions of Nigerians to create a logistics network that is fast, affordable, and efficient.

“Ozi’s unique approach leverages the everyday movement of travelers to bridge this gap, creating a system where everyone benefits”.

He said that the choice of Nigeria as the first launch-location for Ozi was due the potential the country holds in the parcel delivery sub-sector.

“Actually, we had the opportunity to launch OZI in another country outside Nigeria but for our thrust in the Nigerian dream and its potentials made us choose the country as the first to witness Ozi’s innovation”, Engr. Chime said.

“Travelers can now monetize their journeys by delivering packages along their routes, while senders gain access to an affordable and convenient alternative to traditional courier services”.

Ozi combines convenience, innovation, and community to deliver a win-win solution for Nigerians. From quick intra-city deliveries to long-distance trips, Ozi offers an affordable, efficient solution for all.

Whether you’re a traveler looking to earn on your trips or a sender seeking a reliable delivery option, Ozi offers a solution that works for everyone.

In the words of Azubuike Augustine, the co-founder and Chief Technology Officer of Ozi, “Ozi’s mission goes beyond simplifying package delivery. The app represents a broader effort to create shared value for all stakeholders in the logistics process.

“By connecting senders and travelers, Ozi creates a win-win scenario where costs are reduced, trust is built, and income opportunities are created”.

“Ozi prioritizes safety and transparency. Every user, whether sender or traveler, undergoes a comprehensive verification process that includes ID checks and phone number authentication. This ensures that all participants in the system are trustworthy and accountable”.

To enhance security further, the CTO said that Ozi offers real-time tracking for all transactions. Senders can monitor their packages throughout the delivery process, ensuring peace of mind. For high-value items, optional insurance coverage provides an added layer of protection, reinforcing Ozi’s commitment to reliability.

“At Ozi, we understand that trust is critical in logistics,” the Azubuike added. “That’s why we’ve built a platform where every step is designed to safeguard both the traveler and the sender.”

“Ozi is more than an app; it’s a community where everyone wins,” said Ikenna Ani, co-founder/COO of Ozi.

“From today, travelers across the globe can sign up through www.ozionline.com and start making every trip count”, he said. “We have put measures in place to ensure only genuine and verified travelers or senders use the platform. Security is primary for us”.

Ikenna added that the app will be released on Google Play Store and Apple (iOS) on January 1, 2025.  Ozi Live on Instagram | Facebook.

 

 


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E-Business

Ride the ‘Wicked’ Wave: Temu Brings Green Magic to Christmas

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Temu is set to enchant the holiday season with its unique blend of green magic, bringing a touch of festive wonder to Christmas celebrations. The initiative, themed “Ride the ‘Wicked’ Wave,” promises to deliver an unforgettable experience, combining technology, entertainment, and commerce to create a magical holiday atmosphere.

Temu

Temu’s green magic initiative aims to captivate audiences with a variety of festive offerings, from fashion to home decor, handmade crafts, beauty items, chic clothes, shoes, and more.

The platform’s innovative approach ensures that customers can enjoy a seamless shopping experience, with free shipping on all orders1.

As part of the celebration, Temu has also introduced a magical winter Christmas backdrop, perfect for creating a festive ambiance at home.

This backdrop, made from high-quality polyester, is designed to bring the spirit of the season to life, making it an ideal addition to any holiday decor.

With its commitment to providing exceptional products and services, Temu continues to set new standards in the e-commerce industry, ensuring that customers can enjoy the magic of Christmas in style


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Kaspersky Cybersecurity Experts Warn of Evolving Holiday Scams

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With the holiday season here, it’s not only a time for magic and celebration but also a prime opportunity for fraudsters to exploit the festive rush for gifts and bargains.

Kaspersky Cybersecurity Experts Warn of Evolving Holiday Scams

Amid the sparkle of year-end celebrations, cybersecurity experts at Kaspersky have identified several prominent scams targeting consumers across various regions and languages.

Fake holiday shops

Deceptive online stores mimic the look and feel of legitimate e-commerce sites, offering seasonal items such as decorations, gifts, and even trees at steep discounts.

These sites often appear highly localised, adapting their language and currency based on the user’s geographic location, leveraging data extracted from browsers.

Victims typically encounter these stores by following links in ads or pop-ups.

These sites aim to steal funds. Often, these fraudulent stores exist only for a short period, as they get flagged by the vendors of goods.

Free mobile data offer

This scam plays on the allure of free services, claiming to provide free mobile data valid across all major telecom providers.

In order to receive the free data, victims are required to share the promotion link with 10–15 contacts via WhatsApp, ensuring the scam spreads exponentially.

After sharing, victims are prompted to enter their personal details — name, phone number, and email — into a form.

The collected data is then sold on the Dark Web or used in other fraudulent activities.

In some cases, victims unknowingly download malware that compromises their devices, leading to further exploitation.

Holiday payments on behalf of government agencies

Fraudsters impersonate government authorities, promising fictitious payments in celebration of the holidays.

This scam has been reported in several African countries, including Kenya and Nigeria.

To receive payment, victims are directed to fill out a survey which requires personal details like name and phone number.

Once the survey is completed the user is asked to share the link to the announcement with their connections via WhatsApp.

These details are collected and added to fraudulent databases, then sold to third parties or used for phishing attacks and identity theft.

This scam exploits trust in government systems and the festive spirit of giving.

Christmas recipe scam

This scam begins with a seemingly harmless email promoting a holiday cake recipe.

Victims are encouraged to pay a small fee to access the recipe.

Once payment is made, the victim’s credit card information is stolen. The fraudsters also collect other personal information essential for accessing banking services.

“Holiday scams are not a new phenomenon, but they have evolved to become increasingly sophisticated, leveraging regional traditions and technology to exploit unsuspecting victims.

The rush of the holidays makes people more vulnerable — they’re distracted, eager to grab a deal, or trust promotions that align with festive themes. Cybercriminals are not just stealing money — they’re building massive databases of personal information that fuel future fraudulent schemes.

The holiday season is a time for joy and giving, but users need to remain vigilant to ensure they’re not unknowingly giving fraudsters the tools to exploit them further,” said Olga Svistunova, Senior Web Content Analyst at Kaspersky.

 

 

 

 

 

 


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