General News
Balancing act between digital innovation and customer trust crucial in Africa – Harvard Business Review

A new report from Harvard Business Review Analytic Services with Mastercard details the importance for businesses across Africa to balance digital innovation and customer trust. The study explores the current business landscape through the lens of an increasingly young population, filled with consumers who prioritize brands with shared values and digital experiences that make them feel safe and secure. It highlights trust as an important lever for customer loyalty, business sustainability, and innovation.
Around 60% of Africa’s population is younger than 25. Their embrace of a digital world that is purpose-driven and built on connection bodes well for businesses in a region that prioritizes innovation. However, with economic activity increasing online, security and privacy are emerging as foundational not just for trust but also for innovation.
Over 70% of businesses in Africa recognize that service reliability and availability are paramount. However, less than half (42%) realize the importance of data security and privacy to customers, especially as digital tools and experiences become ubiquitous. To safeguard the trust of consumers and earn a license to innovate in the future, businesses need to recognize that innovation requires flexibility and commitment.
Businesses are faced with the challenge of innovating to satisfy consumer demand for richer, more satisfying experiences while maintaining consumer trust. However, consumers in the region are also quicker than their global peers to punish businesses for adverse events by withdrawing their trust, which raises the stakes for businesses.
The report notes that 80% of African consumers are eager to embrace digital benefits but will not buy from businesses or brands they don’t trust. Businesses in the region understand the importance of trust for their own sustainability, with more than three-quarters saying trust improves customer loyalty and more than half saying it provides a competitive advantage.
“Africa has seen extraordinary digital transformation over the past decade, and with each new milestone in digital inclusion, Africa’s young digital natives and early adopters present companies with an opportunity to reconsider their innovation priorities in line with the elements their consumers value. Trust is essential for innovation—it is the currency that underpins it.
“When consumers can trust businesses, it gives businesses the space and security to innovate, and that innovation can unlock prosperity across Africa for all Africans,” said Amnah Ajmal, Executive Vice President for Market Development, Eastern Europe, Middle East, and Africa, Mastercard.
African consumers are more sensitive than their global peers to factors that damage trust in brands, and data security is a top concern. Around 60% of consumers in the region said incidents in which consumer data has been mismanaged would damage their trust.
Consumers in Africa have also underlined the importance of strong values, with 80% saying they prioritized buying from businesses that act on causes they care about, a far higher proportion than the global average of 63%. This includes the environment, supporting small businesses, women’s economic empowerment, disaster relief, and aid.
The report further explores how businesses in the region are digitizing their processes and embedding innovation while ensuring that they continue to meet their customers’ and stakeholders’ expectations for reliable, secure systems and maintain their trust, through best practices such as:
· Build security into products and be transparent when issues arise. Customers expect secure, reliable, appropriate systems they can trust to keep their personal data safe.
· Communicate the company’s vision and values. Consumers in Africa prioritize buying from brands that support their values.
· Make innovation part of the company culture. A considered 360-degree approach to innovation will benefit large companies with legacy infrastructure and set processes.
· Partner with like-minded companies to boost innovation. The report lifts out the fintech partnerships of South-African based Standard Bank, and MTN’s collaboration to make cross-border transactions a reality.
General News
NITDA Makes Case for Inclusive Tech for Special Needs

National Information Technology Development Agency (NITDA) has emphasized the importance of developing policies that intentionally include approximately 35 million persons with special needs in digital literacy and technology empowerment initiatives.

Ms. Grace Jerry, executive director, Inclusive Friends Association (IFA) and Malam Kashifu Inuwa, director-general, NITDA.
This was stated by Malam Kashifu Inuwa, director-general, NITDA, in Abuja during a meeting with a delegation from the Inclusive Friends Association (IFA), a disability advocacy organization led by Ms. Grace Jerry, its executive director.
Inuwa noted that integrating persons with special needs into these programmes supports President Bola Tinubu’s agenda of economic reform and inclusive growth.
“This has brought to my attention the need to be more intentional in the way we design our programmes because there is no way we can achieve 95 per cent digital inclusion if we exclude 35 million Nigerians.”
“The agency has always been conducting targeted training for people with special needs in various parts of the country in the past.
“We will ensure that we expand our initiatives to all parts of country and our office facility have that in consideration but our programmes going forward will reflect this inclusion,” he said.
The Director General recommended including representatives from the disability community in national ICT committees tasked with setting standards, designing training curricula, and shaping policy frameworks.
He emphasized that their participation would ensure adequate representation and facilitate implementation beyond bureaucratic constraints.
He further advocated for the integration of disability-focused initiatives into national programmes such as the National Youth Service Corps (NYSC) tech schemes, women’s training cohorts, and other major technology-driven activities. According to him, these platforms offer vital opportunities for networking, skills development, and enterprise support.
“For us, it’s beyond just training. The real goal is empowerment, how we can train people to use IT to expand their businesses and improve their lives,” Inuwa said.
He reaffirmed the agency’s commitment to strategic collaboration and invited disability-focused organisations to partner with NITDA in shaping an inclusive digital economy.
Earlier, Jerry expressed appreciation to the agency for the engagement and highlighted the digital gap within the disability community.
She said the government’s goal of achieving 95 per cent digital literacy by 2030 would only be realistic if it was truly inclusive.
“Digital literacy is fast becoming a foundational skill for employment, and without deliberate inclusion, millions will be left behind,” Jerry said.
The meeting highlighted NITDA’s growing commitment to inclusive policy development, aligned with the nation’s economic reform agenda.
General News
Interswitch, Bank of Sierra Leone Champion Financial Inclusion @ Sierra Leone Fintech Forum 2.0

As part of its sustained efforts to accelerate Sierra Leone’s digital finance transformation, Interswitch, one of Africa’s leading integrated payments and digital commerce companies, in collaboration with the Bank of Sierra Leone (BSL) has successfully hosted the second edition of the Sierra Leone Fintech Forum, bringing together key stakeholders across the financial ecosystem to chart a course toward broader access, inclusion, and growth through digital payments.
The event, which held at the New Brookfields Hotel in Freetown, convened senior representatives from both the public and private sectors, including regulators, banks, fintechs, mobile money operators, and development organisations, for a day of high-level dialogue and engagement.
Building on the success of the inaugural edition, this year’s theme, “Access, Inclusion and Growth – Deepening Digital Payments in Sierra Leone,” reflected a shared commitment to building a more inclusive and resilient financial system through collaboration and innovation.
Delivering the keynote address titled “Building on Progress: Expanding Access, Driving Inclusion, and Fueling Growth for National Prosperity,” Akeem Lawal, Managing Director, Payment Processing and Switching (Interswitch Purepay), reinforced the company’s commitment to co-creating value in the markets it serves.
“Financial inclusion goes beyond launching more apps or issuing more cards, it’s about solving real problems with solutions that are scalable, secure, and grounded in local realities. Since the first edition of the Fintech Forum, Sierra Leone has made clear progress, with strong mobile penetration and a forward-looking Central Bank. What’s needed now is execution that is sustained, coordinated, and responsive to the realities on the ground.
“By applying lessons from multiple African markets and tailoring them to local needs, Interswitch is committed to supporting Sierra Leone’s digital transformation. That means enabling agency networks that function effectively, driving merchant acceptance to reduce cash reliance, and working closely with regulators to co-create policy that drives real progress and inclusive growth.”
In his remarks, Dr. Ibrahim Stevens, Governor, Bank of Sierra Leone, commended Interswitch’s continued investment in the country’s digital transformation journey. He highlighted the Central Bank’s commitment to driving regulatory innovation and building an inclusive ecosystem. He said,
“The Bank of Sierra Leone recognises the critical role of digital financial services in building a more inclusive and resilient economy. Events like the Sierra Leone Fintech Forum, in collaboration with innovators like Interswitch, help accelerate the adoption of technologies that bring more Sierra Leoneans into the formal financial system. We remain committed to creating an enabling regulatory environment that fosters innovation while ensuring consumer protection and financial stability.”
A key highlight of the forum was the live demonstration of Interswitch’s Agency Banking solutions, designed to bridge the gap between traditional banking infrastructure and underserved and remote communities. Attendees experienced firsthand how the platform supports secure, efficient, and accessible financial transactions across Sierra Leone through a decentralised network of agents.
The event featured a series of insightful panel discussions, interactive Question & Answer sessions, and networking opportunities, fostering collaboration and knowledge exchange across the ecosystem. As mobile connectivity expands and Sierra Leone’s digital agenda accelerates, the forum provided a timely platform to align actors, surface practical solutions, and build collective momentum toward a more inclusive financial system.
The Sierra Leone Fintech Forum reaffirmed Interswitch’s role as a catalyst for digital finance transformation in the region and across the continent. As the financial landscape continues to evolve, the company remains committed to supporting the country’s financial inclusion goals through innovation, shared infrastructure, and strategic partnerships that power a more inclusive, digital and future-ready economy.
General News
AFC Proffers Action Plans for Nigeria, Africa to Unlock $4trn from Investors to Grow Economy

Nigeria and other African nations can tap up to $4 trillion in capital from institutional investors, an amount that could be used to fund the continent’s infrastructural gaps and engineer much-needed economic growth, according to the Africa Finance Corporation.
While there are as investable domestic capital across banking assets, institutional funds, and reserves, the multilateral lender revealed on Thursday that funds are still being channeled into “low-risk and short-term instruments instead of being channelled into the real economy.”
“Redirecting more savings into the real economy is critical,” said Rita Babihuga-Nsanze, AFC chief economist and director of strategy, speaking during the AFC’s 2025 State of Africa’s Infrastructure briefing. “Africa must build its intermediation infrastructure to match its development needs.”
Nigeria is however demonstrating how Africa can unlock domestic capital for infrastructure, with its pension fund investments in the sector rising from just $6 million in 2015 to more than $155 million in less than a decade.
This milestone, driven largely by reforms and credit enhancement mechanisms like InfraCredit, underscores the growing role of pensions in financing long-term development on the continent.
Data from the Africa Finance Corporation (AFC) shows that as of February 2025, Nigeria’s infrastructure-related pension assets had grown to N250.87 billion, representing 1 percent of total assets under management (AUM).
This is a sharp increase from the N1.19 billion recorded in 2015, which stood at just 0.02 percent of AUM.
A turning point came in 2017, with the launch of InfraCredit and Nigeria’s maiden corporate infrastructure bond. The credit guarantee initiative helped de-risk infrastructure projects, attracting conservative institutional investors like pension fund administrators (PFAs).
Chinua Azubike, managing director of InfraCredit said the credit-guarantee institution has helped facilitated bonds to build critical infrastructure, citing the bond raised for the construction of the Lagos Free Zone.
Azubike noted that while perception of risks persists, the company has “zero default rate” despite being involved in well over 12 sectors.
But while Nigeria’s growth is notable, pension allocations across Africa remain largely skewed toward low-risk, short-term instruments such as government securities and money market funds.
In countries like Ghana and Uganda, over 75 percent of pension assets are held in government bonds. Nigeria itself still holds 63 percent of its pension assets in these instruments.
This conservative stance, analysts say, reflects both regulatory caution and the underdevelopment of local capital markets.
In contrast, economies like India and OECD countries show a more balanced allocation, with significant exposure to corporate debt, real estate, and alternative investments. For example, OECD pension funds allocate nearly 20 percent to alternatives, according to AFC data.
To replicate Nigeria’s model, experts are calling for a coordinated effort to deepen capital markets, build risk assessment capacity, and create vehicles that can intermediate long-term finance effectively.
Beyond returns, pension investments in infrastructure have the added benefit of creating jobs, boosting productivity, and supporting economic resilience, critical needs in a post-pandemic, climate-vulnerable Africa.
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