General News
During High Inflation, Great Customer Experience isn’t Just a Competitive Differentiator—it’s a Matter of Survival
By Hyther Nizam, President – MEA, Zoho Corp.
Inflation is on almost everyone’s mind right now. Around the globe, the supply chain issues caused by the COVID-19 pandemic have been compounded by the war in Ukraine and tight labour markets in some countries.
Nigeria is no exception. In September, the country’s inflation rate hit a 17-year high, accelerating for the eighth straight month to 20.77% from 20.52% in the prior month.
Both businesses and their customers are being adversely affected by this inflation. Businesses have been compelled to raise the price of products and services as operating expenses have increased. But they do so at the risk of revenue as clients either forego a purchase or opt for a less expensive alternative.
For businesses to survive in this environment, offering a great customer experience (CX) could be the difference between losing revenue and retaining a client. In fact, research shows that as inflation rises, companies can expect to see inflated demand for great customer experiences. So, far from cutting back on investments in customer experience to reduce price increases, companies should ensure that it remains a major focus.
CX goes beyond being just a competitive advantage
Research by Gartner (2021) shows that 89% of companies compete primarily on customer experience. That is considerably higher than the two-thirds which did so in 2018. Also, as many as 80% of customers will switch brands after a negative experience.
That means, in a world that provides customers limitless options even amidst high inflation, the experience an organisation provides has to be exceptional to not just earn customer loyalty but to also elevate the perceived brand value. This will help brands retain customers even when they increase the price of their product or service.
What makes for an exceptional CX?
Customer experience extends beyond browsing a website and then paying for goods or a service. It encompasses the totality of their experience with a company, from marketing to the purchase process, billing, and after-sales service. A good CX tool will ensure that these experiences are personalised, meaningful, timely, and engaging. Most importantly, it will ensure consistency by providing different customer-facing teams contextual information that will help them engage with the customers in a meaningful way.
Organisations need to break down silos, and ensure that different departments have visibility into various customer-facing initiatives. For example, if the social media marketing team is promoting a holiday sale campaign, there is a good chance that customers may be adding items to their cart and waiting for the sale day to make the purchase. This would increase the cart abandonment rate and the relevant teams should have that information, which can be achieved through a unified marketing platform. Similarly, having an insight into which customers have open support tickets or pending payments will enable salespeople to narrow the list of clients they want to upsell.
As we gear up for testing times, the cost of customer acquisition is likely to shoot up even as more and more customers rely on brands they trust. Businesses need to turn their focus on customer retention by providing exceptional CX on all touchpoints. One key aspect that businesses should consider is to understand that the way to provide great CX is through great EX (employee experience). They should ensure that the customer-facing teams are equipped with a robust software platform that is unified and powered by AI so that employees can do their job more efficiently.
Nigeria’s outsourcing industry, valued at approximately $980 million in 2023 and projected to exceed $1.8 billion by 2028, is at a pivotal moment. Despite an impressive annual growth rate of 12.56 per cent, the sector is weighed down by financial inefficiencies. Thin margins, inconsistent client payments, and outdated payroll systems have created conditions where salary delays are frequent and talent attrition is on the rise.
Across the industry, many workers now view delayed wage disbursements as normal, with employees often waiting weeks or even months to be paid. For outsourcing firms, the consequences extend beyond cash flow. Delayed salaries damage brand perception, undermine operational efficiency, and threaten long-term growth. The urgency for innovation in payroll and financial operations has never been greater.
In response, SeamlessHR, Africa’s leading human resource and payroll technology company, in partnership with the Association of Outsourcing Professionals of Nigeria (AOPN), convened over 30 CEOs and managing directors from Nigeria’s top outsourcing firms on Thursday, April 30, 2025. Hosted at Four Points by Sheraton, Victoria Island, the high-level roundtable focused on transforming financial operations across the sector.
Themed “Enhance Business Efficiency Through Automation and Immersive Workflows,” the session spotlighted how intelligent financial infrastructure, fully integrated within HR and payroll systems, can drive business continuity, and improve employee satisfaction.
Key industry leaders in attendance included David Asama Dogeni, Senior Vice-President of Technology, UAC Group; Adebola David, Group Head, Human Capital at Halogen; Victor Adebayo, Chief Executive Officer, Diversity Talent Management Ltd; and Oke Egbi, Director, Embedded Finance, SeamlessHR. Also present were leading outsourcing firms such as Resource Intermediaries Ltd, Phillips Outsourcing Ltd, Workforce Group Ltd, Tribest Corporate Support Ltd, HR Indexx Ltd, among others. Together, they explored how the convergence of financial technology and workforce automation is emerging as a critical advantage for progressive businesses navigating economic uncertainty.
Speaking at the event, the President, Association of Outsourcing Professionals of Nigeria (AOPN), Mope Abudu, said, “This roundtable addresses a critical challenge in our industry. As key contributors to Nigeria’s economy, we cannot afford to be left behind in the wave of digital transformation shaping the future of work. The outsourcing sector must lead in efficiency and innovation, and the integration of intelligent systems that support workforce management. Today’s theme speaks directly to that need. By exploring solutions like embedded finance, we open new opportunities to enhance value delivery and improve operational efficiency across our industry. I extend my gratitude to SeamlessHR for bringing this event to life.”
A key focus of the discussion was the transformative impact of SeamlessHR’s Embedded FInance for employers and employees. SeamlessHR’s solution enables workers to access earned wages on-demand, bypassing the traditional pay cycle. Through seamless integration with payroll systems, employees can withdraw accrued earnings in real-time to address emergencies or manage cash flow gaps. Additionally, low-interest salary advances and built-in financial tools empower staff to avoid exploitative lenders and plan their finances with confidence.
For employers, the benefits are equally compelling. The solution provides up to ₦1 billion in payroll credit while offering bulk disbursement capabilities, enabling seamless salary payments for entire workforces at once. Tailored to Nigeria’s outsourcing realities, It eliminates reliance on external loans and equips companies with real-time access to funds, making salary payments faster, more efficient, and more transparent This financial infrastructure not only stabilizes businesses but restores worker trust, a critical factor in an industry where talent retention is of great importance.
“Outsourcing companies face daily liquidity issues, irregular cash flow, and growing payroll obligations,” said Oke Egbi, Director, Embedded Finance, SeamlessHR. “SeamlessHR’s Embedded Finance closes that gap by integrating capital into the payroll system to ensure people get paid on time, operations run seamlessly, and CEOs sleep better at night. When employees no longer stress about delayed salaries, their engagement and output improves dramatically. ”
The partnership between SeamlessHR and AOPN signals a shared commitment to transforming Nigeria’s outsourcing sector through smarter, more efficient financial systems. By combining SeamlessHR’s embedded finance solution with AOPN’s industry reach, the collaboration delivers a scalable model that boosts competitiveness, simplifies workforce operations, and supports sustainable growth.
Linda Saunders
Businesses that fail to adopt agentic AI, however, risk disruption by competitors or savvy upstarts. This demands a proactive and strategic response from leaders. In this new era of human-AI collaboration, leaders must center their efforts around two key pillars: large-scale employee reskilling and establishing a trustworthy AI ecosystem.
Reskilling for the agentic AI era
With just 15% of workers saying that they have the education and training necessary to use AI effectively, reskilling must be a priority for every business leader.
Employees must be given access to learning opportunities so they can adopt human-AI collaboration skills, including a foundational understanding of agentic AI and prompt engineering — a way to provide clear and effective instructions to AI systems.
Consider, for instance, the evolving role of developers. With AI agents capable of handling routine coding, developers can focus on bigger-picture tasks like system design and future planning.
According to Salesforce’s latest State of IT survey of software development leaders, more than nine in 10 developers are excited about AI’s impact on their careers, and an overwhelming 96% expect it to change the developer experience for the better. More than four in five believe AI agents will become as essential to app development as traditional software tools, the survey found.
In addition to technical abilities, cultivating human and business skills is vital for fostering a trusted environment where teams feel comfortable experimenting with AI. And, as every employee increasingly manages individual or even teams of agents, developing basic managerial skills across the workforce will become increasingly important.
Identifying the skills is just the first step. To succeed in the agentic AI era, businesses need to develop a comprehensive strategy that incorporates these skills into their workforce plan. This includes setting clear, measurable goals and actively tracking progress.
Managers need to provide active guidance and support to employees throughout this transformation, ensuring the workforce remains relevant and engaged.
Adopting trusted AI across the ecosystem
As the capabilities of agents grow, so too does the responsibility to manage associated risks. It’s imperative to ensure these systems are fair and prevent stereotypes or alienation. The very qualities that make AI transformative can also lead to biases and erode trust if not managed.
To fully harness the potential of agentic AI, businesses must prioritize trust and safety at every stage of development and deployment. This means implementing strong security measures and adhering to ethical AI practices to safeguard data and ensure responsible use.
Guardrails for AI agents can be established using natural language topics and instructions specifying when an agent should escalate or transfer a task to a human. Concerns around data privacy and potential biases must be proactively addressed through strong data protection protocols and transparent communication.
Equally important are tools that foster transparency and empower users to make informed decisions regarding task delegation to AI. Employees need a clear understanding of the capabilities and limitations of the AI agents they collaborate with, alongside having control over the tasks being automated.
A key feature of Agentforce is its capacity for autonomous operation within specifically defined guardrails. This means that while AI agents can operate independently, making decisions and taking actions, they do so within boundaries established by human teams, ensuring alignment with business objectives and policies. The Einstein Trust Layer enables Agentforce to use any LLM safely by ensuring that no Salesforce data is viewed or retained by third-party model providers.
The power of reskilling and trust to drive innovation
The transition to an AI-powered future will bring challenges, particularly ensuring employees have access to the right infrastructure, high-quality data, and relevant skills.
However, by investing in reskilling and comprehensive training programs, organizations can empower teams to work effectively alongside AI agents, adapt to the evolving nature of work, and ultimately drive innovation in this age of digital labor.
Building a robust infrastructure that prioritizes trust and safety, and fosters transparency, will also be instrumental in mitigating disruptions and unlocking new opportunities for growth.
Ultimately, investing in both AI agents and human employees, and actively fostering their collaboration in a trusted way, will enable businesses to operate at scale and realize their full potential in the agentic AI era.
MTN Nigeria Communications Plc held its 2025 Annual General Meeting (AGM) in Lagos today, where shareholders reviewed the company’s full-year financial performance and endorsed its strategic priorities for the future.
The AGM came on the heels of a strong first quarter in 2025, during which MTN Nigeria invested a record ₦202.4 billion in capital expenditures and posted ₦133.7 billion in profit after tax, marking a major turnaround from a ₦392.7 billion loss in Q1 2024.
This 159% year-on-year surge in Q1 CAPEX—the company’s highest-ever quarterly investment—has gone into expanding network capacity, boosting data speeds, and enhancing service quality nationwide, in response to rising demand for digital services.
The Chairman of the Board, Dr. Ernest Ndukwe (OFR), addressed shareholders, saying: “On behalf of the MTN Nigeria family, I am proud to affirm that our business remains deeply rooted in strength and resilience.
“Our foundation remains solid, and our role within the broader economic landscape is unwavering, even amidst the challenges we encountered over the past year.
“As we reflect on this journey, I am inspired by the resilience of the Board, management, and staff of our Company, backed by the unwavering confidence of our shareholders, the valued support of our customers, and the immense potential of our nation, Nigeria.”
Dr. Karl Toriola, chief executive officer stated: “The year 2024 undoubtedly tested our resilience as we navigated a challenging operating environment marked by severe macroeconomic conditions.
“At MTN Nigeria, we viewed these challenges as catalysts for innovation and decisive action.
“We focused on what mattered most, strengthening the resilience of our network, prioritising customer experience, and accelerating the growth of our commercial operations through our customer value management initiatives.”
However, the company reported a ₦400.4 billion net loss for the year, largely due to ₦740.4 billion in foreign exchange losses from the devaluation of the naira, alongside elevated operating costs, and higher interest expenses. Due to negative retained earnings, the Board was unable to recommend a final dividend for FY 2024, consistent with regulatory requirements.
Looking ahead, MTN Nigeria remains optimistic, citing tariff increases, currency stabilisation, and easing inflation as key factors that will support the company’s return to positive equity in 2025.
Chief Financial Officer, MTN Nigeria, Modupe Kadri, commenting on this optimism said, “Our Q1 2025 results reflect strong operational execution and financial discipline, with service revenue up 40.5% and EBITDA growing by 65.9%.
“We delivered N133.7 billion in profit after tax, marking a significant turnaround from the prior year, while maintaining a healthy cash position and robust balance sheet metrics.”
During the AGM, all resolutions were passed by shareholders, including the adoption of the 2024 financial statements, the re-election of directors, and approval of remuneration policies.
The Q1 2025 report shows the company has returned to profitability and remains committed to strengthening network investments, accelerating digital inclusion, and delivering sustained value to its customers and shareholders.
Telcos Plan Zero Tariff in Some Regions with Low Opex
Expert Urges FG to Leverage Digital Assets to Drive Diversification Goal
First Asset Management Surpasses ₦1 Trillion in Assets Under Management
SeamlessHR, AOPN Push Payroll Innovation for Nigeria’s Outsourcing Growth
FCCPC Warns Meta: Quitting Nigeria Won’t Erase Legal Liabilities
Telecom2 days agoFines: Meta Threatens to Shut Down Facebook, Instagram in Nigeria
General News2 days agoHow Investments in Reskilling and Trust Help Businesses Succeed in the Agentic AI Era
Telecom2 days agoPremier League Fever Builds as MTN Nigeria Stages Dual-City Watch Parties This Weekend
E-Business2 days agoNigerians to Pay More for IDs as NIMC Raises Service Fees
E-Financial2 days agoFMITI, NGX Group Partner to Achieve $6Bn Investment Target
E-Business2 days agoPwC says AI Adoption by African Businesses will Unlock Growth
News2 days agoNITDA, RHI, Commission IT Community Centre in Ibadan
News2 days agoNigeria Reports 832 Lassa Fever and Mpox Cases, Death Toll Hits 135