Broadcasting
Telcos Must Embrace Data-driven Strategies to Enhance Customer Experience
By Mirza Bukva, Head of Telecom Partnerships Africa at Infobip
Customer experience (CX) plays a crucial role in determining success in today’s interconnected world of modern telecommunications. As consumers increasingly demand seamless connectivity and personalised service, innovative CX solutions must become a top priority for telecom companies looking to stand out in a highly competitive market. Previously, pricing and network quality were the primary factors for customer retention, but now CX has emerged as equally important.
Adopting a new approach to managing telco CX requires embracing a comprehensive platform equipped with tools to streamline interactions, anticipate needs, and deliver personalised experiences. Fundamentally, data-driven analysis plays a crucial role in improving customer satisfaction, and an enhanced CX ultimately aids in customer retention. When organisations effectively leverage this valuable source of insight, they gain a significant competitive advantage.
However, despite having abundant data, most telecom operators are not exploiting the full potential of analytics and insight-driven personalisation. This oversight prevents them from achieving a true competitive advantage and maximising revenue growth.
Customer expectations can be met by plugging advanced data analytics into every stage of the CX journey, and given the complexity of telecom data, ensuring accuracy and consistency across various systems is imperative.
The incorporation of Artificial Intelligence (AI) and Machine Learning (ML) into data analysis is becoming increasingly crucial for telecom companies. AI’s ability to analyse large datasets and recognise patterns will provide telecom companies with a potent tool for predictive analysis and decision-making. For example, AI can analyse customer behaviour and service preferences to anticipate future service demand, enabling proactive adjustments and personalised offerings.
More telecoms are recognising the need to maximise value and personalise interactions in Customer Value Management (CVM), and not just in the support arena. They are increasingly incorporating preferred customer channels that enable rich communication, alongside marketing engagement solutions supported by a customer data platform.
Additionally, the operational advantages are significant, as AI-driven insights lead to better resource allocation, reduced operational expenses and enhanced strategic planning. By leveraging these technologies, telecoms can not only improve their service delivery but also streamline their operations, resulting in greater overall efficiency and cost-effectiveness.
Personalised customer experience
By adopting omnichannel strategies, telcos can offer personalised customer experiences across various channels and devices. This includes traditional touchpoints like SMS, voice and email, as well as popular messaging apps such as WhatsApp, Facebook Messenger, Viber, and Telegram.
More critically, an omnichannel solution provides failover options and seamless transfer to support agents, while also enabling telcos to use customer data to contact them at the right time on the right channel and with the right message.
Market trends suggest that subscribers are increasingly moving away from an app-only approach. Instead, they want to communicate with brands using their preferred methods, so businesses must ensure they are where their customers are.
Furthermore, the adoption of emerging technologies such as 5G, the Internet of Things (IoT) and edge computing will redefine possibilities, opening new paths for growth and transformation. As we step into this new era, the shift of telcos from purely offering traditional communication services to becoming technology leaders highlight the industry’s resilience and capacity for reinvention.
The future of telecommunications goes beyond connectivity to pioneering the digital frontier, offering unparalleled opportunities for innovation, engagement and growth. By embracing these trends, telcos can unlock new revenue streams, enhance customer relationships, and place themselves at the centre of the digital economy.
Promising future
As AI technologies and tools become increasingly prevalent in the telecom industry, the future looks promising, offering numerous opportunities for forward-thinking telco leaders. With the advent of the 5G network standard and the upcoming 6G, AI is set to continue transforming telecom operations, processes and services.
Telcos must adapt to new technologies, address the current lack of automation and meet evolving customer needs. For instance, AI-powered chatbots and virtual assistants can enable telecom operators to provide high-quality customer service easily, reliably and conveniently.
Utilising these bots allows telcos to offer personalised support, 24/7 assistance and prompt responses to customer queries, leading to enhanced customer engagement and satisfaction, reduced waiting times and efficient service delivery. Additionally, these bots can act as strong sales agents, identifying customer needs, recommending products and services, and facilitating purchases, thus driving revenue growth. To maximise these benefits, telcos should partner with a global engagement leader with unique industry expertise and reliable business guarantees.
By leveraging advanced analytics, AI, and ML, telcos can enhance CX, streamline operations, and unlock new revenue streams. As the industry continues to evolve with the advent of technologies like 5G and IoT, telecom operators must prioritise personalised, omnichannel customer interactions to stay competitive. Embracing these innovations not only positions telcos as technology leaders but also ensures they meet the ever-evolving demands of their customers, paving the way for sustained growth and transformation in the digital era.
Eedris Abdulkareem, veteran hip hop artiste, is showing no signs of backing down as he hints at releasing another protest song, shortly after his last track was banned by the National Broadcasting Commission (NBC).
Eedris Abdulkareem, veteran hip hop artiste
He recently again stirred the political waters as he hinted at the release of a new protest song, only weeks after his controversial track Tell Your Papa was banned by the National Broadcasting Commission.
The outspoken musician took to social media on Wednesday, April 16, 2025, to share an animated cover design with the words “3 Arms of Government,” suggesting the theme of his upcoming release.
Though the title remains undisclosed, the post was captioned simply with “Stay tuned,” fueling speculation that another hard-hitting social commentary is on the way.
Abdulkareem, known for his unapologetic political views, recently described the NBC’s decision to ban Tell Your Papa as hypocritical. Undeterred by censorship, he appears set to continue using music as a platform to criticize injustice and demand accountability.
The rapper also recently reaffirmed the relevance of his classic hit Jaga Jaga, stating that it would remain the country’s “second unofficial national anthem” until key issues like security, electricity, and governance are addressed.
With another protest song on the horizon, fans and critics alike are bracing for what may be Eedris Abdulkareem’s most direct political message yet.
In celebration of the Easter season, MultiChoice has announced the launch of a dedicated Easter Pop-Up Channel, offering DStv and GOtv subscribers across Nigeria the chance to experience live broadcasts of key Easter events and services from the Catholic Archdiocese of Lagos.
The special channel, which runs from Thursday, April 17 to Monday, April 21, will be available on DStv channel 196 and GOtv channel 28, bringing the significance and beauty of Easter directly into viewers’ homes.
Throughout the Easter period, the channel will broadcast a rich lineup of live religious events. The programming begins on Thursday, April 17, with the Chrism Mass in the morning, followed by the Mass of the Last Supper in the evening.
On Good Friday, April 18, viewers can join in the Good Friday Tenebrae and the Seven Last Words service, followed by the Stations of the Cross from St. Gregory’s, and later the Passion Service.
The spiritual journey continues on Saturday, April 19, with the Easter Vigil Mass late in the evening, leading into the Easter Sunday Mass on April 20. The channel’s special programming concludes on Monday, April 21, with the Easter Monday Mass from Galilee.
This dedicated pop-up channel is designed for those who may be unable to attend church services in person, as well as for anyone seeking to deepen their spiritual observance during the Easter holidays. By broadcasting these significant events, MultiChoice reaffirms its commitment to providing content that resonates with the cultural and religious values of its viewers.
Subscribers are encouraged to tune in to DStv channel 196 and GOtv channel 28 throughout the Easter period to take part in these important religious celebrations from the comfort of their homes.
Easter is almost here, and with it comes the perfect opportunity to escape the everyday hustle and embark on a memorable adventure. Whether you’re craving some ‘chilling’ time, quality ‘family’ time, or a ‘pepper dem’ getaway, Nigeria offers endless possibilities for exploration. And the best part? Travelling locally has never been easier or more affordable.
Whether you’re a ‘newbie’ traveller or a seasoned pro, we’ve got you covered with essential hacks that will make your trip a breeze. Say goodbye to stress and hello to smooth sailing as you navigate your Easter getaway like a true travel expert.
Planning your trip is like packing your suitcase – essential, not optional
Just like you wouldn’t leave home without your power-bank (just in case!), don’t head off on a quick trip without a plan. A little prep can save you time, money, and stress — from booking flights and sorting transport, to packing light and right.
Nigeria has endless ways to travel. Flying with local airlines like Air Peace or Ibom Air is quick and budget-friendly, while renting a car gives you the freedom to explore scenic routes like the drive to Erin-Ijesha Waterfalls or the journey to Obudu Cattle Ranch. Not into driving? Buses like Peace Mass or God is Good are easy and affordable. And for a truly luxurious experience, you could even consider a chartered flight – if you’re balling!
Travel like a pro: The art of smart packing
Packing smartly is a crucial travel hack that can save both time and money. Amelia Campher recently shared on TikTok how she organised her hair, beauty, makeup, and personal accessories into different vanity cases and toiletry bags from Temu. Each one perfectly stores her daily essentials, keeping everything neat and accessible. She excitedly told her followers, “This is your sign to buy these bags!” Her clever packing strategy ensures that she’s ready for any trip without unnecessary clutter or stress.
Take Jasmin’s experience, for example. After getting hit with extra carry-on fees on a previous flight, she decided to be smarter about her upcoming family trip. In her search for a solution, she found the perfect backpack on Temu for just under ₦40k. Ticking all the boxes, it avoided extra carry-on fees and allowed her to efficiently pack 16 items plus a makeup bag. When they arrived at the airport, Jasmin’s family breezed through check-in with no issues, their backpacks meeting size requirements perfectly. No extra charges, no stress; just a smooth start to their unforgettable five-day family trip.
Backpacks aren’t just ideal for air travel – they’re also perfect for road trips. Whether you’re cramming your car with family and their belongings or flying high, packing smart and light is essential. A compact, well-organised backpack can make your journey easier, no matter the mode of transport.
To avoid unexpected charges when flying within Nigeria this Easter, it’s crucial to familiarise yourself with airline baggage policies; while Economy Class typically permits 15kg to 20kg of checked luggage, and Premium Economy or Business Class allows up to 30kg, always verify specific weight limits with your chosen airline to prevent costly excess baggage fees, especially if you plan on packing more than the standard allowance.
No passport needed: Pack your bags for a Naija Detty Easter
Why travel halfway across the world when Nigeria has it all? This Easter, skip the long-haul and discover the treasures on your doorstep. From the buzzing streets of Lagos to the ancient city of Benin and the serene hills of Jos, unforgettable adventures are just a short trip away.
By travelling locally, you’re not only creating new memories — you’re also supporting local tourism and helping grow our economy. With so many destinations to explore, there’s something for every kind of traveller. So pack your bags, plan smartly, and make this Easter your best Naija Detty holiday yet.
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