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Elevating the Customer Experience – Focusing on a Sustainable Future

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Michael Smollan

Enabling service excellence must be part of the customer experience for brands and retailers in the telecom space, from the moment a customer searches for a product

JOHANNESBURG, South Africa, August 8, 2022/APO Group/ — 

Michael Smollan, Chief Growth and Innovation Officer, Smollan (https://Smollan.comlooks at how the customer experience has changed in the telecom industry and what brands can do to offer a differentiated experience.

Back before the ‘great staggering’ that affected everything in all ways, there was already a shift within the telecom industry as lines began to blur between previously separate consumer channels – creating new synergies for brands and retailers to optimize the customer experience. However, things were set to change at a pace that no one could have predicted as the pandemic accelerated transformation. Comparatively, pre-pandemic shares of employees working from home was only 4% – fast forward to April 2020 with full blown lockdown, that share increased to around 30% [www.Applause.com]

Having to work from home turned the tables as the all-day demand meant that telco’s performance would now be in the spotlight, none more so than the customer experience (CX) from the level of service to how well products fitted into their lives. Amidst these changing expectations and behaviours, the goal posts had to be re-positioned to determine what brands and retailers needed to do differently in 2022 and beyond, to meaningfully connect with customers.

With the evolution of 5G, telcos must consider new services and revenue streams, along with authentically partnering the customer experience – termed ‘the great brand equalizer’

Doxee, specialists in innovating relationships with customers, suggest that there are two tracks which will evolve around the customer experience in telecommunications – the human track and the technology track. Putting the customer at the centre with their specific needs and requirements, and also pushing digital innovation so that offers are broad; interactions are satisfying, and choices are as “human-centric” as possible.

The Telco Trends 2022 (https://bit.ly/3bDB3cA) suggests that getting to what matters will win the hearts of consumers in the Telco space as they don’t just consider each of their interactions with a business when deciding who to select – they also factor in how a brand portrays itself, what it stands for, and how serious the brand is about cyber-security. With the evolution of 5G, telcos must consider new services and revenue streams, along with authentically partnering the customer experience – termed ‘the great brand equalizer’.

With 82% of telecom consumers considering alternatives if they experience a poor customer journey and 27% of them abandoning the purchasing process entirely [source: US Telecom Report] focusing on solving customer pain points and delivering products and services to ease those areas of friction is a must. Today consumers want personalised offers and want to control their own personal data. 22% of consumers are happy to share some data in return for a more personalised service or product [source: Rise of Mass Personalisation]. Businesses need this data to drive these experiences.

“So too, enabling service excellence must be part of the customer experience for brands and retailers in the telecom space, from the moment a customer searches for a product. This has to be part of a brands DNA. In my opinion, it’s bigger than pricing and even some may argue, the product itself. Service has to be the biggest driver of customer loyalty each and every time to create a strongly differentiated experience,” said Michael Smollan, Chief Growth and Innovation Officer, Smollan.

The latest South African Telecommunications Sentiment Index in partnership with Deloitte Africa, rated the telecoms sector last, in terms of consumer sentiment when compared to the banking, insurance, and food industries. Despite loadshedding pushing up operational costs and the battle for additional broadband spectrum, telcos have to close the gaps. Understanding customer expectations, delivering omni-channel engagement, reaching out to disgruntled customers, and leveraging the power of big data and analytics will work towards improving customer service as a critical deliverable. Changing the customer experience – for good.

Distributed by APO Group on behalf of Smollan.

Business

Liberia to Preview Next Oil & Gas Licensing Round Strategy at Houston Investor Day

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The Liberia Petroleum Regulatory Authority will host operators, investors and partners in Houston on August 19 to preview future licensing opportunities and showcase the exploration potential of its offshore basins

HOUSTON, United States of America, August 7, 2026/APO Group/ –The Liberia Petroleum Regulatory Authority (LPRA) will present its strategy for the country’s next offshore licensing round at Liberia Investor Day Houston on August 19, bringing together international exploration companies, investors, service providers and energy leaders to discuss the next phase of Liberia’s upstream development.

Hosted in partnership with Energy Capital & Power, the event will provide a platform for the LPRA, led by Director General Hon. Marilyn T. Logan, to outline Liberia’s regulatory framework, investment priorities and plans to attract new participation across the country’s offshore sector. Discussions will focus on upcoming licensing opportunities, exploration prospects and the subsurface data supporting future investment decisions.

Liberia’s offshore sector is entering a new phase of exploration activity, with renewed international participation and a growing pipeline of opportunities. Following the award and ratification of eight Production Sharing Contracts in 2025, Liberia has re-established itself as a frontier exploration destination, with international operators advancing work programs designed to further evaluate the country’s petroleum potential. TotalEnergies is progressing exploration activities that include offshore geochemical surveys, 3D seismic acquisition and seabed mapping, while Oranto Petroleum has also signed contracts to explore Liberia’s offshore.

At the Liberia Investor Day Houston, the LPRA will provide industry stakeholders with insight into the priorities shaping the next licensing round, including the anticipated process, qualification requirements, available acreage and access to technical data. The engagement will give prospective investors a clearer view of Liberia’s exploration landscape and the opportunities emerging across its offshore basins.

The event will also facilitate direct dialogue between LPRA and the global upstream community, connecting companies with policymakers and industry stakeholders involved in shaping Liberia’s next chapter of petroleum development.

As exploration companies continue to seek new frontier opportunities, Liberia Investor Day Houston will highlight the role of regulatory certainty, data availability and strategic partnerships in unlocking long-term investment across Liberia’s offshore sector.

Registration is now open for attendees. Companies interested in Liberia’s emerging offshore opportunities are invited to join LPRA, investors and upstream leaders in Houston for insights into the country’s licensing strategy and exploration outlook. For more information contact info@energycapitalpower.com.

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

 

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Beyond Stabroek: Guyana’s Offshore Basin Attracts New Wave of Exploration Investment

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Etu Energias

As ExxonMobil advances appraisal activity in Stabroek and new operators target frontier acreage, Guyana is attracting global capital and building a diversified offshore portfolio designed to sustain long-term growth

GEORGETOWN, Guyana, August 7, 2026/APO Group/ –Guyana’s transformation into one of the world’s fastest-growing oil producers is entering a new phase, with a growing network of IOCs expanding exploration activity across the country’s offshore basin. Beyond the landmark discoveries that first put Guyana on the global energy map, new drilling campaigns and licensing partnerships are creating a broader exploration ecosystem designed to support long-term production growth.

At the center of this momentum is ExxonMobil’s continued exploration and appraisal activity in the prolific Stabroek Block. The company has submitted a proposal for a 35-well exploration and appraisal drilling campaign, expected to run from 2028 through 2033, pending regulatory approval. The program would build on more than 30 commercial discoveries already made in the block, with drilling activity focused on evaluating new prospects and appraising existing discoveries to support future development opportunities.

Exploration activity is also extending into Guyana’s frontier acreage, with ExxonMobil advancing drilling operations at the deepwater Canje Block. The company has deployed the Noble Stena Carron drillship for exploration activity, highlighting continued industry interest in evaluating Guyana’s underexplored offshore potential beyond the established Stabroek Block.

Guyana’s strong exploration outlook comes as the country’s economy continues to benefit from rapid oil sector expansion, with hydrocarbons expected to remain a key driver of exports, government revenues and economic growth. As production scales up, attracting additional investment across exploration, services and infrastructure will be critical to supporting the next phase of development.

That momentum is being reinforced through partnerships established under Guyana’s 2023 offshore licensing round. A consortium comprising TotalEnergies, QatarEnergy and Petronas is advancing exploration activities in Block S4 under a five-year production sharing agreement signed with the government in late 2025. The award represents one of the first major outcomes of the licensing round and demonstrates continued international confidence in Guyana’s offshore resource potential.

Beyond the largest operators, a diverse group of companies is also expanding activity across Guyana’s offshore basin. Eco Atlantic is advancing exploration at the Orinduik Block; CGX Energy and Frontera Energy are progressing work in the Corentyne Block; Occidental is evaluating opportunities in the Roraima Block; while Ratio Guyana and Cataleya Energy hold interests in the Kaieteur Block. Together, these partnerships are broadening Guyana’s exploration landscape, increasing competition for acreage and creating opportunities for future discoveries.

As Guyana transitions from an emerging producer to a global energy hub, the next challenge will be converting exploration success into sustainable investment, local value creation and regional growth. These opportunities will be explored at Caribbean Energy Week 2027, held under the theme “Unlocking the Caribbean Energy Corridor: Oil, Gas, LNG & Investment for a New Global Hub.” Bringing together governments, IOCs, investors and technology providers, the event will examine how Guyana’s expanding partnerships can accelerate offshore development, strengthen regional energy cooperation and attract the capital needed to support the Caribbean’s evolving energy landscape.

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

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Energy Capital & Power Establishes London Entity, Expanding Global Platform for Energy and Mining Events

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Energy

The move strengthens ECP’s presence in the UK and Europe, and its ability to connect African and South American markets with global investors

LONDON, United Kingdom, August 6, 2026/APO Group/ –International events company Energy Capital & Power (ECP) (www.EnergyCapitalPower.com) has officially established its UK entity in London, marking a milestone in the company’s growth strategy and reinforcing its ability to deliver world-class energy and mining events and campaigns in the UK and Europe.

By establishing a presence in a key hub like London – the pre-eminent energy and mining finance center – ECP actively shapes the global energy conversation. The expansion positions ECP to better serve clients, partners and investors seeking to develop business opportunities between Africa, Europe, the Americas and energy markets worldwide.

Opening our UK company brings ECP closer to key investors in the global energy finance capital

The milestone comes as ECP strengthens its reach through a series of investment platforms that connect global capital to energy and mining projects. These include the Venezuela Energy Week London Showcase on July 30 – with over 300 delegates registered – and the annual Invest in African Energy Forum, held in Paris as the premier event connecting global investors to Africa’s energy transformation.

ECP hosts high level summits and investor conferences in leading energy and minerals producing countries in Africa and South America, including: Venezuela Energy Week; Angola Oil & Gas; MSGBC Oil, Gas & Power; African Mining Week; Libya Energy & Economic Summit; Congo Energy & Investment Forum; South Sudan Oil & Power; and Caribbean Energy Week. The company has hosted investor forums and supported licensing round roadshows in Houston, London and Paris since 2016.

“Opening our UK company brings ECP closer to key investors in the global energy finance capital,” states CEO James Chester. “Having a permanent presence in London further cements our footprint in Europe, enabling us to fulfil our mission to bring minerals and energy investment to diverse global markets.”

With teams located across Africa, Europe and the Americas, ECP has long-facilitated strategic engagement, market intelligence and industry convening, uniting investors with leading energy and mining projects.

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

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