Broadcasting
Why the Next Big Leap Forward for CRM is Transforming into a ‘System of Experiences’

Customer relationship management (CRM) is a massive industry. In fact, it’s the biggest software market in the world that continues to see steady growth. The global market is set to be worth US$94.4-billion by 2027, up from the approximately US$43-billion it’s worth today. That’s hardly surprising, given the major role customer experience (CX) plays as a business differentiator and the importance of customer communication in providing the best possible experience.

Hyther Nizam, President – MEA, Zoho Corp
Over the past decade, CRM solutions have transformed from being mere systems of sales records/activities to systems of intelligence that bring together useful information and tools from various places, helping organisations be more effective at what they do. What was earlier meant to be software only for sales teams has now evolved into a contextual solution in which all customer-facing teams (sales, service, marketing, field) hold a critical stake.
The question now is: What can the next step for CX be? At Zoho, we believe that the next step for CX software is to become ‘systems of experiences’. A system of experiences differs from existing systems in the following ways:
Based on experience, beyond actions and engagement
Typically, CRM (like most contemporary business systems) is organised functionally and optimised for measurable goals like getting more calls, closing more deals, receiving better customer satisfaction ratings or net promoter scores.
While the numbers matter, the qualitative aspects are equally important, like whether customers are being successful, whether they are feeling positive about their experiences, and whether they will come back or bring their friends. These are emotions associated directly with their overall experiences with the brand.
A system of experiences must transcend internal functions to ensure a customer’s experience is smooth throughout their lifecycle with the brand. The system must be thought through backwards from the end-customer experience rather than defining goals and then trying to design a matching CX strategy.
It blends organisational functions
When a customer looks at a promotional message, goes to your online store, and has a question, they will likely chat with someone from your organisation. The customer has essentially come into contact with three functions here, but they do not know that, nor do they need to know.
In this case, the service agent must be able to automatically pull up information like where the customer came from, how they got there, and what their history of experiences has been with the brand.
They must also be able to look up retail availability of a stock-keeping unit or even add a retail associate to that chat. Regardless of functional alignments internally, everyone needs to come together to make the customer successful. And the software must make this possible by making the employee experience cross-functional and friction-free.
It prioritises all stakeholders
Every CX platform has a strong focus on the customer. However, not all customers are external to the organisation. In a cross-functional setting, team interdependence is a given.
Many functions are also dependent on the ecosystem around the organisation — vendors, distribution network, gig/temporary staff. But they can’t all use the same interface nor does everyone need the exact same set of features within the CX platform.
The trouble is, while a lot of CRM solutions already offer an abundance of personalisation for customer experiences, the same is not true for employee experiences. As a result, everyone’s using the same system and paying the productivity tax for no reason.
When so many stakeholders contribute in their own ways to the end-customer’s experience, the software platform that powers everything must make each person more productive through personalisation, and also add a multiplier effect by making contextual, timely collaboration possible. Imagine a reality where the system is tailor-made for each employee’s role. That is true all-around personalisation.
At Zoho, it’s what we’ve aimed to do with Canvas (design platform), the latest addition to our CRM offering. We believe it’s a more natural solution to the challenge of software acceptance and adoption among end-users. Our ultimate aim is for businesses to create enterprise-wide software experiences with consumer-grade simplicity.
It’s flexible enough for your present, future, and beyond
In today’s environment, the experience your customer expects to have from your business might have been inspired from another industry entirely. Social media, for example, has forced enterprise software to become simpler and more user-friendly, and e-commerce sites have changed the face of B2B procurement.
Your CRM system should, therefore, be able to meet any changes within your organisation’s system and to wider industry and technology trends. There is no overstating the value of being flexible, especially in a business environment where everything can change in a moment.
If you examine your current system through these lenses, you will be able to see how well your primary CX enablers (people, processes, technology, context) are aligned to form a ‘system of experiences’ for the end-users.
The shift to an experience economy, however, is not a one-off job that simply modernizes your CX systems with a quick upgrade. It’s rather a thoughtful transition that happens over the years when an organisation continually strives to deliver a consistently delightful experience, be it reactive, proactive, or predictive.
Broadcasting
5 Things You Absolutely Need to Know About BBNaija Season 10


Broadcasting
E-commerce Lessons for Scaling Nigeria’s Food Distribution

By Diana Tenebe, Chief Operating Officer, Foodstuff Store
Nigeria stands at the cusp of an agricultural revolution with the ambitious plan to significantly transform its food and agriculture sector through the launch of the $510 million Special Agro-Industrial Processing Zones (SAPZ), financed by the African Development Bank and development partners. Fueled by the integration of cutting-edge technologies aimed at boosting food production and ensuring national food security. However, as yields increase, a formidable hurdle remains: the efficient and scalable distribution of this bounty across the nation’s diverse landscapes, often hampered by infrastructural limitations and logistical complexities.
Dr. Bosun Tijani, the Minister of Communication, Innovation, and Digital Economy, recently called on Nigerian farmers to prepare for digital and technologically advanced farming methods, emphasising their crucial role in boosting food production and security. Building upon this call for technological integration, and to truly unlock the full potential of Nigerian agriculture and ensure increased harvests translate to accessible and affordable food for all, the sector can draw invaluable lessons from the operational prowess of e-commerce giants like Amazon. Their success in navigating complex logistics and reaching vast customer bases offers a compelling blueprint for transforming Nigeria’s food distribution network.
Amazon’s dominance in the e-commerce realm is underpinned by a meticulously crafted logistics and supply chain system. Their significant investments in sprawling fulfillment networks, coupled with the strategic deployment of technology for route optimisation and real-time inventory tracking, have created an unparalleled engine for moving goods swiftly and efficiently. Furthermore, their optimisation of last-mile delivery, integration of automation within warehouses, and a hybrid approach blending in-house capabilities with shrewd partnerships underscore their commitment to scalability. This intricate ecosystem is designed to handle massive volumes and adapt to fluctuating demands – a crucial capability that Nigeria’s agricultural sector desperately needs.
Translating these principles to the Nigerian context requires a fundamental shift towards building a resilient delivery infrastructure specifically tailored for agricultural produce. This necessitates moving beyond traditional, often inefficient methods and embracing hybrid transportation models that account for varying road conditions and geographical challenges. Imagine a network that leverages a combination of refrigerated trucks for long-haul transport, smaller vehicles for navigating local terrains, and even innovative solutions like riverine transport where feasible. Integrating technologies like GPS tracking for real-time visibility of produce movement and strategically establishing a network of collection and distribution hubs across key agricultural zones can significantly streamline the flow of goods.
Implementing robust systems for real-time tracking of harvests and produce, mirroring Amazon’s inventory management, will be crucial in minimising spoilage and maximizing freshness as food travels from farm to consumer. Moreover, forging strategic alliances with existing local logistics providers, leveraging their on-the-ground knowledge and infrastructure, can provide a vital springboard for building a comprehensive network without starting entirely from scratch.
Beyond the physical movement of goods, the power of data, a cornerstone of Amazon’s success, holds immense potential for revolutionising Nigerian food distribution. Leveraging data analytics can provide invaluable insights into regional demand patterns, allowing for more accurate forecasting of optimal harvest and distribution times. This data-driven approach can help match agricultural supply with consumer needs with greater precision, reducing waste and ensuring that the right produce reaches the right markets at the right time – much like Amazon utilizes data for personalized recommendations and understanding customer purchase behavior. Imagine farmers making informed decisions about planting based on predicted market demands or logistics providers optimizing routes based on real-time demand fluctuations.
Furthermore, adopting Amazon’s unwavering focus on customer convenience and trust is paramount, especially when dealing with perishable goods. Establishing reliable delivery schedules, ensuring the quality and freshness of produce upon arrival, and implementing transparent processes throughout the supply chain are crucial for building confidence among both farmers and consumers. This might involve implementing quality control measures at various stages, providing clear communication about delivery timelines, and potentially even exploring traceability systems that allow consumers to understand the journey of their food.
Finally, navigating the complexities and dynamism of the Nigerian market demands a long-term vision and a high degree of adaptability, mirroring Amazon’s sustained focus and agility in the ever-evolving e-commerce landscape. The Nigerian agricultural sector must be prepared to iterate, learn from its experiences, and continuously refine its distribution strategies in response to local challenges and opportunities. This requires a collaborative approach involving government agencies, agricultural organisations, technology providers, and logistics companies working together to build a sustainable and efficient food distribution ecosystem.
By strategically adapting these e-commerce-inspired lessons in logistics, technology adoption, data-driven decision-making, and customer focus to the unique context of Nigerian agriculture, the nation can forge a distribution system capable of efficiently handling increased production. This transformative approach is not merely about moving food; it’s about ensuring that the fruits of Nigeria’s agricultural advancements reach every corner of the country, contributing significantly to food security, mitigating the rising cost of food, and ultimately cultivating a thriving and efficient agricultural future for all Nigerians.
Broadcasting
Afreximbank Unveils Third Edition of Short Film Competition ‘Creative Africa Nexus’

Creative Africa Nexus (CANEX), an intervention by African Export–Import Bank (Afreximbank) has announced the third edition of its vibrant short film competition, CANEX Shorts, that is designed to recognise and celebrate talents of young filmmakers from Africa and the Diaspora.
Filmmakers between the ages of 18 and 35 years can enter the competition for a chance to win a cash prize of $2,000 for outstanding work in each of the competition’s three categories: Best Fiction, Best Documentary, and Best Animation.
To be eligible, they must be Africans living on the continent, in the diaspora or the Caribbean. Each filmmaker can only enter one film for which they must hold all rights. The entered films should have been produced in 2023 or after and can be in any language.
Besides the cash prize, CANEX Shorts winners will also get an opportunity to participate and have their films screened at CANEX at IATF2025, which will take place in Algiers, Algeria, from September 4th to 10th, 2025, a statement explained.
This will also provide them with a chance to connect with potential investors and partners in what has become the largest gathering of creatives on the continent.
“To enter the competition, filmmakers are required to submit their films, not more than five minutes long, via the Film Freeway digital platform (https://FilmFreeway.com/CANEXShorts). From all entries, the selection committee will curate a shortlist of 30 films – 10 films per category for submission to the jury that comprises, well-respected film experts from across the continent. The jury will then select a winning film in each of the categories during CANEX at IATF2025.
“The 2024 CANEX shorts winners were unveiled at CANEX WKND 2024. The winning films were: Silent Screams by Esenaga Mbwe (Botswana) in the CANEX Shorts Best Fiction category; We Shall Not Forget by Brian Obra (Kenya) in the CANEX Shorts Best Documentary category; and Room-5 by Francis Y. Brown (Ghana) in the CANEX Shorts Best Animation category.
“According to the jury, the quality of films submitted during CANEX WKND 2024 was exceptionally high, necessitating award of two Special Mentions: Vodoun Nouminssin and Rain Is Not the Cloud’s Last Parade,” the statement added.
CANEX at IATF2025, where the winners will be unveiled, would also provide a unique platform for nurturing business, investment opportunities, collaboration, partnerships and inspiration amongst the creatives fraternity across value chains of diverse creative and cultural industries from film, music, and fashion to culinary arts, sports, and visual arts amongst others.
The event participants will include creatives, policymakers, financial institutions, business and political leaders, development partners, thought leaders as well as some of the most respected names in the Creative and Cultural Industries from across the continent and the diaspora.
Highlighting the importance of the competition, Executive Vice President, Intra-African Trade and Export Development at Afreximbank, Mrs. Kanayo Awani said: “Africa’s film industry, estimated at over $5 billion is thriving and brimming with untapped potential,” adding, “At Afreximbank, we are committed to unlocking this immense value by supporting platforms like CANEX Shorts that aim to propel African storytelling to the global stage. By investing in our creatives, we are not only creating jobs and economic opportunities; we’re actively ensuring Africa’s vibrant culture and talents gain global recognition.”
- Broadcasting2 days ago
5 Things You Absolutely Need to Know About BBNaija Season 10
- Telecom2 days ago
Nigerians May Pay More for Calls, Data as Senate Okays 5 Percent Excise Duty
- E-Financial2 days ago
W’Bank Says Cash Transfer Missed Millions of Needy Nigerians
- E-Business2 days ago
NCC to Checkmate $3Bn Digital Piracy Market
- E-Business2 days ago
NIMC Launches NINAuth Digital Identity Verification App for Govt Services
- General News2 days ago
EFCC Tells Nigerians to Shun Ponzi Schemes Like CBEX, Others
- Telecom2 days ago
Mastercard Report Reveals Top Travel Trends Shaping Africa in 2025
- E-Financial2 days ago
CBN, NIBSS Unveil BVN Platform for Diaspora Nigerians