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#AfriTECH2021: Key takeaways from Zoho’s workshop on Driving Business Growth through CX

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Andrew Bourne, Regional Manager - Zoho Corp
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For organizations large and small, the year 2020 was the longest year ever. The quick lesson is the urgent need to reorient the workforce to a new way of working to ensure uninterrupted delivery of exceptional CX (customer experience). It came swiftly with playbooks being written and rewritten depending on what leaders were learning from government authorities, medical professionals, and from their own employees.

Andrew Bourne, Regional Manager – Zoho Corp

Thus, CX innovation is now more than merely a topic for conferences; it is a necessity for survival for people-centric organizations.

And this newfound need means that many customer experience trends are very quickly developing and coming to fruition, helping shape the future.

This is the crux of a workshop conducted by Andrew Bourne, Regional Manager – Africa at Zoho Corp. during Africa Tech Alliance Forum (#AfriTECH2021), organised by TechEconomy.ng in Lagos on Wednesday, 13th, October 2021.

 
Here are the key takeaways from Andrew’s session:
 
What do your current customers expect?

He said that the ‘Generation C’, usually referred to as ‘The Connected Society’, expects great customer service; through interactive customer platforms offered on mobile devices as well as efficient and consistent service delivery that will be available 24/7.

These, he said, are all forms of an effective customer experience. Concerning what the future customers expect, Andrew told the Workshop participants that it has become imperative for businesses to carry out research on ‘what’ their future customers will expect.

The Zoho Regional Manager referenced a Forbes report, which reads: “Millennials currently hold the largest purchasing power, but Gen-Z is close behind. The group, which was born between 1996 and 2010, already holds $44 billion buying power ($600 billion when considering their influence on their parents’ spending) and will hit the workforce and become powerful consumers in the next few years. In the next year, they will account for 40% of all U.S. consumers. To succeed, companies need to know how to tailor a great consumer experience for Gen-Z”.

To satisfy customers who fall within Gen-Z, Andrew said, “Businesses should consider: mobile-first as Gen-Z demands quick access on the go; Personalised service – Gen-Z wants a real customer relationship; Video – Gen-Z responds well to visual content, especially videos; Trust – Gen-Z cares about trust and authenticity; and Efficiency, implying that Gen-Z have an average attention span of about about 8 seconds”.

Buttressing his point using a PwC report in 2018, Andrew said that if you give customers a great experience they will in turn buy more, be more loyal and share the experience with their friends; in other words, they will give a great testimonial and/or a review.

CX vs CS

The Zoho Regional Manager said that CX is majorly about customer relationships; adding that CS – Customer Service is reactive while CX is proactive and continuous. Therefore, if CS is expected, CX is how you exceed customer expectations. To do this effectively and efficiently, you would need a CRM – Customer Relationship Management system. “To lead in CX, organisations cannot compromise digitisations such as Online Forms, Customer Portals, Digital Signatures, Website Live Chat and Artificial Intelligence (AI) assistants like Live Chatbots, etc.”

Andrew also demonstrated how to drive customer loyalty through a CRM system. “A ‘Repeat Customer’ comes back because you gave them a great first-time experience; The ‘Loyal Customer’ follows you because of continued great experience and continuous improvement of the CX and the ‘Promoting Customer’ gives your company a boost by promoting you to others based on the experience and will continue if their loyalty is acknowledged and shown appreciation,” he said. Moreover, new customers get introduced to the company through a ‘promoting’ customer which could be triggered by word of mouth, social media recommendations or a customer testimonial.

The workshop drew rapt attention from both government and private sector operators who strongly shared the view that COVID-19 has overwhelmed businesses around the globe, encouraging customer teams to rethink what customer care actually means.

Zoho is well-known for its CRM solution as well as its other SaaS offerings for business management. Zoho CRM is a cloud-based, integrated customer relationship management platform that caters to the needs of businesses and industries of all sizes and types. Be it multi-channel communication, taking care of multiple tasks, predictive analytics or in-depth CRM insights, Zoho CRM offers a host of features that can supercharge a business’ CRM decisions and elevate its CX delivery.

Including its CRM solution, Zoho has 50+ apps in nearly every major business category, including sales, marketing, customer support, accounting and back-office operations, and an array of productivity and collaboration tools.

More than 70 million users around the world, across hundreds of thousands of companies, rely on Zoho every day to run their businesses, including Zoho itself. Zoho is privately held and profitable with more than 10,000 employees.


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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

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GBB Reaffirms Commitment to Driving Public Sector Innovation @ the 5th Public Service Innovation Competition Awards

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Mohammed Sani Ibrahim, ED, Finance & Corporate Services, Galaxy Backbone
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Galaxy Backbone (GBB), Nigeria’s digital infrastructure and shared services provider, joined other key government institutions at the 5th Public Service Innovation Competition Award Ceremony, organized by the Office of the Head of the Civil Service of the Federation (OHCSF).

The event, which held in Abuja, celebrated groundbreaking ideas from Ministries, Departments, and Agencies (MDAs) that are reimagining public service delivery through innovation.

The ceremony, which attracted notable dignitaries including the Chief Host herself, The Head of the Civil Service of the Federation, Mrs Didi Esther Walson-Jack, OON mni. Others include, former Heads of Service, Dame Amal Pepple and Mr. Danladi Kifasi, and the Chairman of the House Committee on Public Service, Hon. Sani Bala, showcased the vibrancy and ingenuity of Nigeria’s Civil Servants.

Delivering a goodwill message on behalf of the MD/CEO of Galaxy Backbone, Mr. Sani Ibrahim, Executive Director, Finance & Corporate Services, underscored the importance of inter-agency collaboration, digital literacy, and innovative thinking as pillars for national development.

He emphasized that GBB remains deeply committed to supporting initiatives like the Innovation Competition, which foster a culture of creativity, problem-solving, and transformation across the public sector.

“Innovation is no longer a luxury — it is essential to building a responsive, efficient, and digitally enabled government. At Galaxy Backbone, we are proud to align with this vision through our Integrated Digital Transformation Strategy (IDTS), which drives digital infrastructure, innovation, data security, and capacity building across MDAs,” he stated.

The 2025 edition of the competition saw an outstanding 155 entries, with 132 individuals pitching innovative ideas and 66 thematic teams presenting implementable solutions designed to enhance service delivery and governance.

Themed around streamlining bureaucratic processes, succession planning, employee welfare, and change management, this year’s event reaffirmed the role of innovation in shaping a future-ready public service.

Galaxy Backbone recognizes the critical role of digital transformation in empowering civil servants to create lasting impact. By supporting platforms such as the Public Service Innovation Competition, GBB reinforces its commitment to equipping the public sector with the tools, skills, and digital infrastructure necessary for Nigeria’s progress.

As part of this commitment, GBB will also be providing mentorship for all the winners of the innovation challenge, helping them refine their ideas, scale implementation, and drive sustainable transformation across the public service.

As the country advances on its journey toward e-governance and efficient service delivery, GBB continues to stand as a strategic partner in building a connected, innovative, and digitally skilled public service.


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5 tips to start taking digital payments as a business in Africa

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Not long ago, cash was dominant in Africa, but digital payments are now rapidly gaining traction.

From Lagos to Kenya and the US, businesses are recognising that embracing digital methods is essential for growth.

A Mastercard-commissioned report forecasts Africa’s digital payments market will reach $1.5 trillion by 2030, fueled by increased mobile phone usage and e-commerce. While cash is still common, mobile money is on the rise.

Zabira is simplifying this transition for SMEs, freelancers, and online merchants. In August 2019, the company launched Zabira to innovate Nigeria’s cashless transaction market, offering services like crypto trading and utility payments.

The Zabira app supports four major fiat currencies—USD, NGN, GHC, and KES, making cross-border transactions seamless. It also provides access to over 20 cryptocurrencies, giving users flexibility and freedom in managing their digital finances.

For small business owners looking to adopt digital payments, here are five easy tips to get started.

1. Choose a Platform That Does It All

Choose a digital payment platform like Zabira that offers multiple services in one app, including cryptocurrency trading, utility bill payments, and fiat transactions, to manage your financial life seamlessly.

2. Integrate Crypto Payments Early

Africa is rapidly growing as a crypto market. Zabira allows businesses to accept Bitcoin, Ethereum, and USDT, facilitating real-time trading of crypto assets. This gives businesses a competitive advantage in international commerce, particularly with diasporan clients.

3. Get Paid Instantly, No delay

Waiting three to five business days for payment to clear can disrupt cash flow. Zabira offers instant fiat payments through a robust blockchain system, allowing businesses to move money quickly, pay suppliers faster, and avoid telling customers to “wait till Monday.”

4. Opt for a user-friendly app

Zabira is incredibly easy to use, with no confusing menus or hidden steps. Users can download the app on Android and on iOS.

5. Offer More Than Just Products

Zabira offers more than money transfers; users can top up airtime and data, pay cable bills, and fund betting wallets within the app. Businesses can learn to add value beyond just selling products.


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Onafriq and Circle Partner to Revolutionize Cross-Border Payments in Africa with USDC

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Onafriq, Africa’s largest payments gateway, and Circle, stablecoin market leader and issuer of USDC, today announced their strategic partnership aimed at transforming cross-border payments and digital financial services.

This collaboration marks a significant step towards compliantly leveraging stablecoins and blockchain infrastructure to boost Onafriq’s payment network, positioning it at the forefront of the digital payment’s revolution for real-world financial applications.

Currently, over 80 percent of intra-African payments are routed through correspondent banks outside the continent and settled in foreign currencies such as the US dollar or Euro. This results in a staggering US$5 billion in transaction fees annually and undermines economic integration efforts.

Onafriq and Circle are working together to change this paradigm by piloting the use of USDC-powered settlement solutions into Onafriq’s network, which connects over 500 wallets and 200 million bank accounts in more than 40 African markets.

Onafriq’s founder and CEO, Dare Okoudjou, said: “Our partnership with Circle is an important milestone, reinforcing Onafriq’s commitment to harnessing technology to remove complexity from cross-border payments. By integrating USDC, we aim to simplify financial transactions for institutions and individuals, reduce costs, and strengthen trust.

This collaboration underscores our vision to democratise access to payments and drive financial inclusion across the globe. We’re not just envisioning the future of payments – we’re actively building it.”

Miriam Kiwan, Vice President, Middle East & Africa at Circle, said: “The emerging markets that Onafriq serves hold tremendous potential for digital asset innovation, particularly in the adoption of stablecoins for cross-border payments.

“Our partnership with Onafriq aligns perfectly with Circle’s mission to promote financial inclusion and improve efficiency in areas where traditional banking has often been costly and inaccessible.

“Together, we aim to transform how money moves across borders, offering secure and transparent digital payment rails that enhance economic empowerment and connectivity.”

This collaboration is a major step toward a more inclusive and self-reliant pan-African financial system. It signals a new phase in the modernisation of African payment rails – one where blockchain technology is applied responsibly, in lockstep with regulators and financial institutions, to build a faster, more efficient, and economically empowering future for the continent.


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