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New Channels, New Powers: Are You Up to Speed with Customer Communications? (By Tushar Vashnavi)

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Customer Communication

Consumers have more power than ever, and businesses will need to accept and embrace this to attract and, more importantly, retain them

DURBAN, South Africa, June 22, 2023/APO Group/ — 

By Tushar Vashnavi, Director of Strategic Planning, Canon EMEA

Not all the changes of the past two years are here to stay. But one area that has transformed is customer communications.

Every output from every customer communications management system is a customer experience, and each of those experiences is part of a customer journey – and that journey has changed. A digital-first, personalised approach is expected, and the ‘new’ ways of working are no longer new. Consumers have more power than ever, and businesses will need to accept and embrace this to attract and, more importantly, retain them.

Not only that, much of the digital transformation that took place at the beginning of the pandemic were short-term measures. In a world of unpredictability, businesses now need to look at removing these sticking plasters and replacing them with future-proofed solutions. 

Digital first, not digital only

The circumstances surrounding the pandemic prompted a digitisation of business processes, including customer communications. Indeed, digital transformation was accelerated by several years[1]. Customers accepted a digital-first approach and now expect it, along with a high level of personalisation; both consumers and B2B buyers have an expectation that businesses know their specific needs[2].

Essential to personalisation is channel preference. There was a massive shift of communications spend to digital in the two years pre-pandemic[3], but that potentially overlooks the power of print. Studies have found that print is the most highly trusted medium available to marketers today, while website advertising, particularly through social channels, is the least trusted[4].

When planning their customer communications strategy, businesses should also bear in mind generational differences. Younger generations typically prefer digital-first methods such as text and live chat to phone and have embraced self-service and chatbots[5]. The pandemic has pushed older generations towards digital too, but organisations should be supportive and understanding of these new adopters as well as those who remain offline. In England, for example, this is nearly half of those aged over 75[6] – a significant proportion of a potential customer base who risk being lost via a digital-only strategy.

It’s not just missing the mark in terms of channel that could lose an organisation customer. Research by Quadient, a specialist in customer experience management software, found that 70 per cent of UK consumers would blacklist a company for failures in their customer communication, ranging from basic personal information errors, to using the pandemic as an excuse for delivering poor customer service, to sending spam[7]. One-third said they have stayed with businesses which offered poor customer service during the pandemic but will be moving to competitors when things return to normal.

Futureproofing for success

So, the customer communications landscape has changed, consumers have newfound power and organisations need to get up to speed quickly. But how do they adapt and achieve cut-through?

The key is a strategic, holistic approach that spans every line of business, ensuring each element is customer centric. Budgetary silos can mean organisations are not aligned across departments, resulting in a failure to meet expectations. For instance, if a customer calls the billing department to report a change of address, they will assume that change would be made across marketing and sales too. If it isn’t, they could be switching to a competitor. Customer communications solutions that do not replicate changes throughout the data flow, or do not automate such tasks, have the potential to create more problems than they solve.

Many organisations who made knee-jerk purchases prompted by the pandemic are now finding they are not fit for purpose long-term. Businesses may need to reconfigure or entirely replace them – otherwise they are simply a stopgap solution that could ultimately fail.

To be fully future-proofed, look also to the cloud. Traditionally customer communications solutions have been on-premises, but businesses should invest in a solution that is both on-site and accessible via the cloud with the ability to switch from one to the other – an approach that meets the needs of a hybrid workforce.

Hybrid working is now the norm across many parts of the globe[8]. It’s clear that for staff to complete customer communications work efficiently and effectively they need seamless access wherever they are located. As well as affecting customer relations, mistakes here could risk losing employees. ‘The Great Resignation’ reflects a greater ability for people to leave jobs which don’t meet their personal needs[9], or where they encounter obstacles to their productivity in their chosen location.

The uncertain future

Customer communications solutions typically have a lifespan of ten, and in some cases, up to 20 years. That’s a weighty consideration for anyone charged with the responsibility of making such investments. And, if the pandemic has shown us anything, it’s that nothing is certain.

However, we can make some forecasts. Quadient predicts customer services will continue to fragment and multiply in volume and reiterates that meeting fast-evolving customer expectations isn’t possible unless organisations are joined up internally from a process and technology perspective[10]. Lines of business need to work together and consolidate data from different stages of the customer journey, making every aspect customer centric.

With that in mind, organisations should look at the changes that need to be made now. How can accurate personalisation be assured? How can departments work more efficiently together? What are the issues in the current workflow? Answer those questions today to invest in a successful tomorrow.

[1] https://apo-opa.info/3NIsOMI  

[2] https://apo-opa.info/46jRhyU

[3] Canon Insights report 2020 ’Creating Customer Value’

[4] https://apo-opa.info/3PqhGFu  

[5] https://apo-opa.info/46i1H1Z

[6] https://apo-opa.info/4454Ws4  

[7] https://apo-opa.info/3JOFLST  

[8] https://apo-opa.info/3NFx9jG  

[9] https://apo-opa.info/3CJ3Lma  

[10] https://apo-opa.info/3CJnPVu  

Distributed by APO Group on behalf of Canon Central and North Africa (CCNA).

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Congo Is Turning Reserves into Bankable Projects – and the Investment Window Is Opening

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Etu Energias

Eni-led LNG expansion and ongoing deepwater investment are pushing the Republic of Congo’s energy sector toward more bankable projects ahead of the Congo Energy & Investment Forum 2027

BRAZZAVILLE, Congo (Republic of the), June 23, 2026/APO Group/ –With LNG exports set to triple to 3 mtpa, upstream oil production targeting 500,000 bpd and a renewed push on local content, the Republic of Congo is positioning itself as one of Central Africa’s most investable hydrocarbon markets. Under the leadership of the newly-appointed Minister of Hydrocarbons, Stev Simplice Onanga, the country is prioritizing industry growth by balancing local content with reserve replacement and project advancement.

 

What sets Congo apart is not the scale of its reserves, but the pace at which those reserves are being turned into commercially viable projects. From Eni’s LNG expansion and TotalEnergies’ deepwater developments to brownfield optimization by Trident Energy and output growth at Ammat Global Resources, capital is flowing into projects with clearer monetization pathways and nearer-term returns.

Ahead of the Congo Energy & Investment Forum (CEIF) 2027 – the country’s leading platform for energy investment and partnerships – the story is shifting away from frontier potential toward bankable projects already under development.

Policy Reform Is De-Risking Investment

Congo’s investment case is being reshaped by the alignment of resource base, regulatory reform and project delivery. Established oil production, expanding LNG capacity and fiscal adjustments are gradually reducing above-ground risk.

Recent reforms led by the Ministry of Hydrocarbons and Société Nationale des Pétroles du Congo have added structure to the sector. The Gas Code, introduced in October 2025, formalizes fiscal terms for gas commercialization, while the Gas Master Plan prioritizes flaring reduction and gas-to-power deployment, targeting 1,500 MW by 2030.

A new upstream licensing round is also under consideration, aimed at attracting fresh capital into both mature and frontier acreage. Together, these measures are improving visibility across upstream, midstream and downstream segments, with recent project activity reinforcing the shift.

The Projects Driving the Next Cycle

Deepwater oil remains central to Congo’s production outlook, with operators progressing both new developments and brownfield optimization. TotalEnergies is advancing work at the Moho licence following the April 2026 Moho G discovery, backed by a $500–$600 million infill drilling program targeting about 40,000 bpd in incremental output.

Local independent Ammat Global Resources is targeting 70% production growth from its Loango and Zatchi fields, where reactivated wells and upgraded platforms have already lifted output by 75%. Perenco continues steady gains, adding roughly 6,000 bpd through its 2025–2026 drilling program.

Trident Energy, after acquiring an 85% working interest in the Nkossa and Nsoko II assets in 2025, is focused on extending field life through subsea optimization and redevelopment work.

While oil continues to anchor revenues, gas is rapidly emerging as Congo’s fastest-growing segment. Eni’s Congo LNG project delivered its first cargo from Phase 2 in February 2026, following the startup of the Nguya FLNG unit in December 2025. Together with Tango FLNG, capacity has risen from 0.6 mtpa to 3 mtpa. Trident Energy has also proposed an FLNG project aimed at adding further capacity across the country’s gas market. The project is expected to operate as shared infrastructure, allowing multiple operators to process gas from their respective fields. This creates an outlet for associated gas that might otherwise be stranded, supporting the country’s broader diversification goals.

Local Content Is Reshaping Investment Terms

Beyond upstream policy, Minister Onanga has positioned local content as a central pillar of Congo’s investment framework, and a key determinant of how capital is structured and deployed.

Decrees 2019-342, 343, 344 and 345 set requirements around subcontracting, workforce localization and training commitments, with the effect being a gradual shift in how projects are structured and how partnerships are formed. Operators are increasingly assessed not only on technical delivery but on in-country value creation, including partnerships with local firms and skills development. Logistics, maintenance and other service areas are increasingly channeled through domestic providers.

At CEIF 2027 – taking place June 1–3 in Brazzaville – attention will shift to what is moving forward and to the investors positioned to take part in that pipeline. Congo’s energy sector is no longer defined by potential alone: projects are moving, capital is being committed and policy is starting to catch up with activity on the ground.

As the Republic of Congo moves from reserves to revenue, the signal to investors is clear: this is already unfolding, not a future opportunity.

Distributed by APO Group on behalf of Energy Capital & Power.

 

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Afreximbank secures double honours at the 2026 International Association of Business Communicators (IABC) Gold Quill Awards for excellence in strategic communications

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Afreximbank

The Award of Excellence for IATF2025 recognises the successful communications and stakeholder engagement programme delivered around the fourth edition of the Intra-African Trade Fair, Africa’s premier trade and investment event

CAIRO, Egypt, June 23, 2026/APO Group/ –African Export-Import Bank (Afreximbank) (www.Afreximbank.com) has been recognised with two prestigious honours at the 2026 International Association of Business Communicators (IABC) Gold Quill Awards, one of the world’s most prestigious awards programmes for strategic communications.

 

The Bank received an Award of Excellence in Special and Experiential Events category for the Intra-African Trade Fair 2025 (IATF2025) held in Algiers, Algeria and an Award of Merit in the Social Media category for its Afreximbank Social Media Campaigns, reaffirming Afreximbank’s commitment to delivering impactful communications that advance its mandate of promoting trade, investment and industrialisation across Africa and the Caribbean.

We are delighted to receive these two awards, which attest to the expertise, creativity and efficiency of Afreximbank’s communication

The Award of Excellence for IATF2025 recognises the successful communications and stakeholder engagement programme delivered around the fourth edition of the Intra-African Trade Fair, Africa’s premier trade and investment event. IATF2025 brought together governments, businesses, investors, buyers, sellers and entrepreneurs from across Africa and beyond, creating a platform for trade and investment opportunities while advancing the objectives of the African Continental Free Trade Area (AfCFTA). The communications campaign played a pivotal role in driving global awareness, stakeholder participation, media visibility and engagement before, during and after the event, while showcasing the scale, ambition and dynamism of African enterprise and reinforcing a positive narrative about Africa’s capacity to trade, industrialise and compete on the global stage. Over 120,000 delegates attended IATF2025 in person and virtually, with deals worth over US$50 billion recorded.

The Award of Merit for Afreximbank Social Media Campaigns recognises the Bank’s strategic use of digital platforms to engage stakeholders, amplify its developmental impact and elevate conversations around trade, industrialisation, economic integration and investment opportunities across Africa and the Caribbean. Through a combination of compelling storytelling, thought leadership content, executive advocacy, multimedia production and real-time event coverage, Afreximbank’s social media platforms have continued to expand their reach and influence among policymakers, businesses, investors, development partners and the wider public. Among these platforms is the Afreximbank TV, a digital TV channel that is wholly owned and managed by Afreximbank, whose fifth edition was celebrated with dedicated coverage of IATF2025, providing live coverage of the activities to both pan African and global audiences.

Anne Ezeh, Director & Global Head, Communications and Events at Afreximbank commented: “We are delighted to receive these two awards, which attest to the expertise, creativity and efficiency of Afreximbank’s communications. As a pan African multilateral financial institution, we see storytelling as a powerful tool for advancing our mission — ensuring our initiatives, events, programmes and key announcements not only inform, but also inspire confidence, deepen engagement and amplify Africa’s transformation. These awards reinforce our resolve to continue delivering world-class communications that elevate African voices and projects a bold and authoritative narrative of the continent.”

Ms. Ezeh added that through innovative storytelling, digital engagement and integrated campaigns, the Bank will continue to amplify the impact of its programmes and partnerships  to project a more authentic narrative of Africa, one defined by opportunity, innovation, resilience and growing influence in the global economy.

For more than five decades, the IABC Gold Quill Awards have recognised excellence in strategic communications globally, celebrating programmes and campaigns that demonstrate measurable impact, innovation, creativity and outstanding execution. Widely regarded as the pinnacle of achievement in the communications profession, the awards are judged through a rigorous and independent evaluation process conducted by experienced communication leaders from around the world.

Distributed by APO Group on behalf of Afreximbank.

 

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Islamic Development Bank (IsDB) Institute Unveils 2025 Annual Report During Group Annual Meetings in Baku

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IsDBI

In 2025, IsDBI significantly expanded its footprint in Islamic finance transformation, approving 25 new technical assistance projects valued at US$4.14 million and completing 19 projects worth US$3 million

The Islamic Development Bank Institute (IsDBI) (https://IsDBInstitute.org) has released its 2025 Annual Report during the 2026 IsDB Group Annual Meetings held in Baku, Azerbaijan, showcasing a year of expanded impact in Islamic finance transformation, innovative solutions, and capacity development.

 

The report highlights how IsDBI strengthened its role as a global knowledge leader by advancing innovative solutions and scaling support to Member Countries through knowledge-based interventions, Islamic finance grants, and strategic partnerships.

In 2025, IsDBI significantly expanded its footprint in Islamic finance transformation, approving 25 new technical assistance projects valued at US$4.14 million and completing 19 projects worth US$3 million, supporting countries in strengthening regulatory frameworks and promoting inclusive financial systems.

Since 2013, the Institute’s interventions in this regard have reached over US$27.57 million across 181 projects benefiting more than 34 countries, underlining its sustained contribution to development outcomes across the Islamic world.

I am pleased to note that the Institute has continued to strengthen its unique role in the global development ecosystem

The Annual Report highlights major progress in IsDBI’s three flagship transformative projects, namely Awqāf Free Zones, Digital Postal Islamic Financial Services, and Smart Countertrade System, which have all advanced to pilot-ready stages. These initiatives aim to address global challenges such as financial inclusion, food and energy security, and trade resilience.

Furthermore, the Institute accelerated its focus on digital innovation in Islamic finance, enhancing its Islamic Finance Artificial Intelligence Assistant (IFAA) and hosting its first AI Hackathon on Islamic Finance, engaging more than 40 teams in developing cutting-edge solutions aligned with industry standards.

Human capital development in Islamic finance also remained a cornerstone of IsDBI’s work in 2025, with the delivery of over 20 training programs reaching around 500 professionals across Member Countries. A key achievement in this area was the Entrepreneurial Mindset Development Program, a flagship initiative equipping emerging leaders from 20 countries with innovation-driven and values-based entrepreneurship skills. The program was designed and implemented in collaboration with Prince Mohammed Bin Salman College of Business and Entrepreneurship, Saudi Arabia.

The Institute also strengthened its thought leadership through flagship publications, global partnerships, and digital engagement, reinforcing its position as a leading voice in Islamic economics and finance.

Commenting on the issuance of the Annual Report, Dr. Sami Al-Suwailem, Acting Director General of IsDBI, said: “I am pleased to note that the Institute has continued to strengthen its unique role in the global development ecosystem by bridging knowledge creation, building human capital, and designing innovative solutions to address economic challenges.”

The 2025 Annual Report is accessible on IsDBI website here (https://isdbinstitute.org/product/isdbi-annual-report-2025/).

Distributed by APO Group on behalf of Islamic Development Bank Institute (IsDBI).

 

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