Broadcasting
Cracking the Code – Unravelling the Complexities of Omnichannel Communication Excellence in the Retail Space
By James Gachie, Industry Lead at Infobip
Implementing an effective omnichannel communication strategy can provide retailers with a distinct edge in the competitive market, but the move can also present significant challenges for businesses operating within the ever-changing landscape of modern retail.
To overcome these hurdles and unlock the full potential of their omnichannel strategies, retailers should look to partner with the right communication technology specialist, invest in the appropriate technology and continually adapt to shifting customer expectation.
Omnichannel communication refers to a customer-centric approach that allows enterprises to integrate various channels and touchpoints to provide a seamless and consistent experience across all interactions with the customer.
A successful omnichannel communication strategy starts with integrating channels, meaning that a retailer must ensure that all communication channels are interconnected, working together to provide a synchronised experience for the customers. Secondly, it requires personalisation and contextualisation, which entails leveraging customer insights to deliver tailored recommendations and offers. In addition, customer engagements need to be contextualised, meaningful and targeted.
Lastly, an effective omnichannel approach must include aspects of data integration and analytics to guide decision-making regarding ongoing customer engagements. Data collected from various channels and touchpoints should be integrated into a single platform, enabling the organisation to invest wisely in the channels that exhibit the highest growth and yield the best results.
Difficult to achieve
Attaining a comprehensive omnichannel strategy is often difficult to achieve, due to the high technological complexities involved in its implementation, often becoming a major stumbling block for many businesses. For example, integrating multiple communication channels and touchpoints can be technically complex, especially in environments where multiple vendors offers different channels. However, by partnering with the appropriate communication technology partner, organisations can access a unified platform and comprehensive overview for all customer interactions across various channels, thereby simplifying the process and mitigating complexities.
Another common challenge around omnichannel implementation is that of data management and integration. For an omnichannel communication strategy to work, a company must rely on effective data management across various channels. Unfortunately, this is no easy task when coupled with the need to meet data privacy, accuracy and consistency requirements.
To implement an omnichannel communication strategy, a retailer must assess its current systems and infrastructure to identify the gaps and mutations that may hinder a seamless integration. From there, they should deploy a unified commerce platform that will act as a central hub for managing and integrating various channels and touchpoints and cross channel data synchronisation.
By synchronising customer data, organisations can establish a singular, reliable customer database that relies on first-party data to build detailed customer profiles that enables communication that is personalised and contextualised. Integration of customer data from various touchpoints further enables segmentation and customer profiling based on diverse metrics, including gender, geographical location, and age, for example.
Evolving customer expectations
However, retailers must also ensure that they stay ahead of evolving customer expectations and adapt their strategies to deliver consistent and personalised experiences across different channels in their omnichannel communication strategy. This is where personalisation at scale or hyper personalisation comes into play.
By leveraging customer data for segmentation and customer profiling, retailers can deliver a personalised experience and provide product recommendations, promotions and messaging targeted at either individual customers or segments. To achieve this at scale, companies will need to leverage Artificial Intelligence (AI) and automation, which will not only ensure that the messages reach the right individuals, but also keep profiles updated by constantly tracking customer behaviour.
To successfully implement an omnichannel communication strategy, companies should explore partnerships and collaboration, mainly because building these tools and solutions is not the core business of retailers. At the same time, retailers should also embrace cloud solutions that will allow them to scale, to be flexible and to assimilate integration across their existing solutions.
As the retail landscape moves towards conversational everything – marking, support, experience, and commerce – an experienced partner is key to supporting retailers to deliver personalised customer engagements, implement communication strategies and capitalise on the growth of conversational formats.
Broadcasting
King Shipping Felicitates with Aluo, NNL Chairman as He Bags Sports Administrator of the Year Award
A leading shipping company in the country, King Shipping Trading Maritime Services Limited has congratulated the Mr. George Aluo, chairman of Nigerian National League ( NNL), on his nomination for the Sports Administrator of the Year Award by the Imo State Chapter of Sports Writers Association of Nigeria ( SWAN).
In a congratulatory message he personally signed, the Managing Director/ Chief Executive Officer of the company, Bob Chukwuma Hyacinth, the company described Aluo as a Sports administrator per excellence whose nomination for the award did not come as a surprise to anyone. ”
The award to Mr. George Aluo, is well deserved and did not come to us as a surprise considering the various transformation he has brought to the country’s second tier League within a short period of time of being n charge of the league. ”
As he receives this award, we urge him not to relent in his efforts at making the NNL a household league in the country but to see it as a call to more meritorious service to the country”, concludes the statement by the company whose operations covers Ship Chandelling, Ship handling and repairs, supply of Diesel, commodities , beverages , shipping logistics, clearing and forwarding. Meanwhile, the company has also congratulated the wife of the Managing Director Mrs.Loretta Bob-Chukwuma on her birthday.
In a congratulatory message, the CEO described her as his pillar of success and prayed that God Almighty will continue to clothe her with garment of blessing, and good health ” I also want to use this occasion to congratulate my wife who is a year older today.
She has been the pillar of my success and I pray that the Almighty God will continue to bless her, clothe her with garment of blessings and good health as well as give her long life and prosperity to celebrate many more years in good health.”
Broadcasting
Northern Broadcasters Sue Arewa 24, 7 Others over Licensing
Board of Trustees of the Northern Broadcast Media Owners Association (NBMOA) has filed a lawsuit against the broadcast company Arewa 24 Limited and seven other entities, alleging they are operating without proper licenses.
The case, set for hearing before Justice Omotosho at the Federal High Court in the Federal Capital Territory (FCT), lists the National Broadcasting Commission (NBC), the Federal Ministry of Information and National Orientation, the Advertising Regulatory Council of Nigeria (ARCON), the Federal Competition and Consumer Protection Council (FCCPC), MIPAN, MultiChoice, StarTimes, and ADVAN as defendants.
In a statement issued in Abuja, Alhaji (Dr.) Ahmed Tijjani Ramalan, chairman of the NBMOA Board of Trustees, highlighted concerns that the unlicensed operations of the defendants pose a threat to Nigeria’s established legal and competitive media landscape, impacting media owners and audiences nationwide.
Ramalan stated, “Our objective is to ensure a fair, regulated media environment in line with established broadcasting standards, while maintaining a commitment to the rule of law.”
The NBMOA affirmed its commitment to lawful broadcasting standards and noted that it would refrain from further public comments until the legal proceedings are concluded to respect the judicial process.
Stakeholders in Nigeria’s broadcasting industry are closely watching the case, as its outcome could have significant implications for media regulation and licensing across the country
Broadcasting
Africa’s AI Transformation: Unlocking Potential and Driving Progress
By Matt Brittin, President of Google Europe, the Middle East and Africa
AI has the potential to drive progress and prosperity across the world. But nowhere is this more apparent than on the African continent. The next decade is set to be Africa’s digital decade – with emerging technologies like AI and the Cloud set to significantly accelerate the continent’s development, and over half the population accessing the Internet for the first time. Simply, AI presents an opportunity too significant to ignore for Africa.
Google is proud to be at the forefront of this transformation, but we’re prouder still of those driving this change. Across the region, African entrepreneurs, nonprofits and organisations are using innovation to solve complex challenges.
Earlier this week I visited Jacaranda Health in Nairobi, who are working to reduce Kenya’s high maternal death rate by using AI to ensure expectant and new moms get the care and information they need. Then there was AirQo, tackling the huge public health problem that is pollution by using AI to track and predict pollution – including in Lagos city.
And in the past few days, I’ve been fortunate enough to explore Nigeria with our Nigerian-born Head of Google Africa, Alex Okosi, and our wonderful local team of Nigerian experts. We’ve had inspiring conversations with business leaders already at the forefront of their industries and explored how to leverage the power of AI to scale their businesses. We also engaged with startups like Towntalk, Farmspeak, and BetaLife, who are using AI to solve some of Nigeria’s biggest challenges.
But AI’s opportunity can only be realised when everyone is included. This week, to help unlock the benefits of the digital economy to everyone, our Speech team in partnership with Google researchers in Accra, launched Voice Search, talk-to-type and voice input on Translate for 15 more African languages – enabling 300 million more Africans the freedom to interact with the web and communicate with their friends and family in the way that comes most naturally to many people: their voice. This includes Nigerian native languages Hausa, Yoruba, Igbo and Nigerian Pidgin, and is another great example of AI built with Africans for Africans.
We believe AI has a pivotal role to play in developing Nigeria’s tech ecosystem. For Africa to fulfil its potential as an AI leader, we need to invest in the skills and knowledge base of local talent. That’s why we’ve backed several initiatives to boost AI skills among developers, individuals and businesses in Nigeria and beyond.
Our Google Career Certificates are enabling Nigerians to develop work-readiness in skills like AI, cybersecurity, digital marketing and programming languages like Python and SQL. Meanwhile, skills-based initiatives like our Hustle Academy provide AI-focused training for small and medium-sized businesses in Nigeria, Kenya and South Africa.
And this week, we’ve announced an additional $5.8 million in funding to support foundational AI and cybersecurity training across these countries. That includes $1.5 million for Data Science Nigeria, who will train unemployed and at risk Nigerians in foundational digital and technology – while Raspberry Pi will also work with Data Science Nigeria to roll out AI literacy for Kenyan and Nigerian youth.
To further inspire the next generation, we are launching a program to train 25,000 educators, equipping them with the knowledge and resources to bring AI education to 125,000 students across Nigeria. By fostering an understanding of AI’s potential among young people, we can inspire them toward sustainable future jobs and empower them to shape a better future for themselves and their communities.
This progress is underpinned by infrastructure. In late 2022, our Equiano subsea fibre-optic cable launched in Lagos – providing a new generation of Nigerians with greater connectivity to expand their horizons. Technology alone is not the answer to everything, but it can provide the foundation that enables the next generation of African businesses to thrive. Ultimately, technology is the means by which we can improve lives.
If we measure this progress numerically, AI is a bet worth taking. For every $1 invested in Sub-Saharan Africa’s digital economy, we can generate $2 in economic value by 2030. For some nations, like Nigeria, the growth will be even greater, with an $8 return for every $1 invested.
But beyond the numbers are the stories of the lives we can transform. For every student at the start of their journey, or the budding entrepreneur with a great idea, investment truly matters. We can empower individuals with the knowledge to understand the digital tools at their fingertips. And just as importantly, we can inspire a mindset shift – a renewed belief in the power of education and skills to shape a better future.
We’re proud to have seen this development up close. Our commitment to the digital transformation of the continent began in 2007 with the opening of our first office in Nairobi, Kenya, where we later announced the launch of our Product Development Center in 2022. And in 2018, we opened an AI research centre in Accra, Ghana, where our teams on the ground explore how AI can be used to solve problems in Africa and beyond.
Collaboration is key, and we’ve worked to foster partnerships and develop programmes with institutions and innovators across Africa. By enabling governments and businesses to integrate technologies like AI into the way they operate, we believe we can improve efficiency and bridge divides.
But this is not just a Google story – it’s a true African success story in the making. AI is not something to be imposed on Africa from the top-down, but rather, built from the bottom-up. It’s about collaboration, partnerships, and putting local entrepreneurial talent in the driving seat.
The task now is to ensure that all Africans benefit from these technological breakthroughs – and to use AI responsibly and equitably. Africa is no stranger to leveraging technology for the greater good. African innovators have pioneered technology like mobile money systems – starting with M-Pesa in Kenya – that have influenced financial inclusion and the way the world does business.
So there is nowhere better placed than Africa to ensure the future of AI is in good hands. And if we succeed, it’s not just Africa that will benefit – but the whole world.
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