Connect with us

Business

Achieving a Frictionless Customer Experience in Fintech (By Lelen Udayan)

Published

on

fintech

Modern customers expect fintechs to focus as much on the experience they provide as the products and services being offered

CAPE TOWN, South Africa, February 14, 2023/APO Group/ — 

By Lelen Udayan, head of customer experience at Mukuru (www.Mukuru.com)

By definition, a truly frictionless customer experience (CX) is unobtainable even though it is the end state every fintech company strives for. Along the way, the focus falls on providing enhanced experiences that stem from the points of friction identified across the customer journey. In doing so, businesses can improve on the products, processes, and services they deliver.

According to Gartner (https://apo-opa.info/3lyxYiG), this requires fintechs to remove the elements that create unnecessary friction or make it unnecessarily difficult for customers to access products and services. To this end, Gartner repositions (https://apo-opa.info/3E4pZ3f) frictionless as rather about creating an effortless experience. This is important as it shifts the spotlight from what it calls ‘feel good’ moments that have low impact on loyalty or repeat business. Instead, more attention is put on using CX as the means to secure repeat business while reducing operating costs.

Removing friction

Modern customers expect fintechs to focus as much on the experience they provide as the products and services being offered. An enhanced experience is important because it shows customers that the fintech acknowledges its failures and is working on improving those areas while also removing the elements that can lead to dissatisfaction.

For an organisation like Mukuru, increasing customer satisfaction, retention, and referrals are largely due to making sure pain points are seen, heard, and addressed. This is done by tracking the customer journey, measuring satisfaction, and customer effort. Additionally, Mukuru (https://apo-opa.info/3lB0396) ensures that customer sentiment and the voice of the customer are prioritised across the business.

Fundamentally, the only way a fintech can remove friction is to ensure its service teams are equipped to assist customers when they do have a problem, query, or complaint.

Channels of engagement

Fundamentally, the only way a fintech can remove friction is to ensure its service teams are equipped to assist customers when they do have a problem, query, or complaint

For this to happen, the company must embrace all of the channels within its capabilities to invest in an omnichannel CX. A PWC report (https://apo-opa.info/3RVAiw4) found that the number of companies doing this has increased by more than 60% in recent years.

Closer to home, the State of CX in South Africa 2022 report (https://apo-opa.info/3YvNAlF) writes that 45% of financial sector respondents identified seamless omnichannel experience on their channel of choice as the main factor influencing customer satisfaction. As many as 64% of local fintech’s have fully implemented virtual assistants and chatbots or are in the process of doing so as critical enablers of this omnichannel experience. Similarly, 27% of companies in financial services have installed bots on messaging apps like WhatsApp and Facebook Messenger, compared to only 7% average in other sectors.

At Mukuru, our purpose is to enable greater degrees of financial inclusion for customers on the African continent – still predominantly cash-based – and globally, which is why we take a tailored approach to customer channels. Channels such as USSD and WhatsApp perform well across Africa, whereas our App is a more relevant channel for UK customers. We have seen the impact of this strategy with WhatsApp, our biggest transacting customer channel in South Africa, where the proportion of transacting customers have almost doubled in the last 3 years.

The golden thread running through a successful omnichannel strategy is how best to meet customer expectations. This requires providing the right fintech employees with the tools, systems and processes to effectively support customers. With these in place, the most common points of friction can be addressed. These include things like resolution time and understanding who the customer really is. In the case of the former, the challenges encompass response times and why the first point of contact might not have the answer. When it comes to the latter, it is about knowing who the individual customer is without having them provide different pieces of information at every engagement point.

FinTech’s must therefore be more consistent and remove the frustration of customers repeating the query to every person in the engagement chain or, even worse, having to phone back at a later stage. Furthermore, the value of self-services cannot be ignored as digital-savvy customers might prefer to resolve the common queries they have themselves.

Through all of this, the fintech must have access to fit-for-purpose tools, competent staff, and efficient processes across product lines and platforms.

Continuous journey

One of the biggest mistakes any fintech can make is to assume that creating a frictionless experience is a once-off exercise. As mentioned, becoming frictionless is an end goal that will never be fully realised. Driving this is setting the business up to learn from its past CX mistakes.

To do so requires the process of CX improvements to be formalised and rolled out to all applicable areas of the business. Service staff must be empowered to resolve customer pain points. Additionally, there is a growing need to establish effective self-service solutions where customers become less reliant on human touch points. Perhaps most crucially, customer success can only be realised by continually monitoring the journey, touchpoints, and the voice of the customer.

All of this can be distilled into initiating a CX project, implementing it, and then iterating as needed. Mukuru (https://apo-opa.info/3lB0396) has made CX a part of its ethos. This enables the business to continually drive improvements in this space. FinTech’s should strive to make every customer interaction with the business a positive one.

Distributed by APO Group on behalf of Mukuru.

Business

The Bench rebrands Africa Hospitality Investment Forum (AHIF) as Future Hospitality Summit Africa (FHS Africa) under unified Future Hospitality Summit portfolio

Published

on

At AHIF 2024, over $365 million in deals were signed, further solidifying the event’s role as a catalyst for investment across the region

DUBAI, United Arab Emirates, February 4, 2025/APO Group/ — 

The Bench (TheBench.com), a global leader in hospitality investment events, is rebranding the Africa Hospitality Investment Forum (AHIF) as Future Hospitality Summit Africa (FHS Africa). Doing so brings AHIF, Africa’s most influential tourism investment conference, under The Bench’s flagship Future Hospitality Summit, or ‘FHS’ brand, aligning it with FHS Saudi Arabia and the Dubai-based FHS World. This evolution is a response to a growing appetite for hospitality investment spreading across the whole Middle East and Africa (MEA) region.

For over a decade, AHIF has shaped Africa’s hospitality industry, bringing together global investors, government leaders, and hotel developers to facilitate high-value deals and meaningful discussions, ranging from investment opportunities to government policy and infrastructure developments. The event has catalysed billions of dollars in investment, strengthened regional partnerships, and provided a dedicated space for investors to unlock opportunities in Africa’s rapidly expanding hospitality sector.

The appetite for hospitality investment in Africa has never been stronger. The continent has a record-breaking pipeline of hotel developments, with over 300,000 new ‘keys’ projected by 2030. Cities like Nairobi, Casablanca, Cape Town, and Addis Ababa are leading this transformation, with Nairobi’s Average Daily Rate (ADR) increasing by 164% and Casablanca’s ADR rising by 141% compared to 2019.

Africa’s post-pandemic recovery has outpaced global expectations, with demand exceeding 2019 levels for nine consecutive months. International arrivals are projected to grow by 6-7% annually, reinforcing Africa’s position as an attractive destinatione for hospitality and tourism investment. At AHIF 2024, over $365 million in deals were signed, further solidifying the event’s role as a catalyst for investment across the region.

With Africa’s investment potential gaining global attention, FHS Africa will provide a focused, high-impact platform

Set to take place from 17-19 June 2025 in Cape Town, FHS Africa will provide a highly curated environment where investors, developers, and industry leaders will engage in forward-looking discussions tailored to the region’s opportunities and challenges. Key themes for 2025 will include:

  • Financing Models: Structuring investments to drive sustainable growth in Africa’s evolving markets.
  • Sustainable Investment & ESG: Making environmental and social governance a profitable venture rather than a cost.
  • Cross-Border Collaboration: Exploring policies and infrastructure advancements that can boost intra-African trade and tourism.
  • Branded Residences & Mixed-Use Developments: Understanding the rise of alternative asset classes in hospitality.
  • Technology & Innovation: The role of AI, blockchain, and digital transformation in African hospitality.

While FHS Africa remains, the leading event dedicated to Africa’s hospitality sector, its integration into the FHS ecosystem ensures that African stakeholders benefit from increased exposure at FHS World—the largest hospitality investment gathering in the region. This closer connection allows African markets to be positioned within a broader investment context, attracting more international capital, expertise, and strategic collaboration.

With its status as a global hub, Dubai serves as the operational headquarters for many international corporations, including The Bench, and plays a pivotal role in fostering investment into African markets. The city offers over 50 daily flights to major African destinations, enhancing accessibility for investors and business leaders alike. Dubai’s position as a financial and innovation hub makes it an ideal launchpad for deeper engagement with Africa’s growing tourism economy.

The FHS portfolio unites the hospitality sector’s most influential meetings under one roof. By consolidating its flagship events, The Bench enhances the industry’s ability to connect major stakeholders, drive investment, and foster cross-market collaboration. The presence of the world’s leading hotel groups, investment firms, and policymakers at all FHS events underscores its role as the premier hospitality investment network in the region.

“This transformation marks a pivotal moment for The Bench and the African hospitality sector,” said Matthew Weihs, Managing Director of The Bench. “With Africa’s investment potential gaining global attention, FHS Africa will provide a focused, high-impact platform, while FHS World ensures that African markets are showcased on the biggest investment stage. The synergy between these events will accelerate deal-making, policy engagement, and long-term industry growth.

He concluded: “With the launch of FHS Africa in 2025, The Bench is reaffirming its commitment to shaping Africa’s hospitality future through knowledge-sharing, investment facilitation, and strategic partnerships. As the industry continues to evolve, this rebranding ensures that stakeholders receive a more structured, globally integrated experience—designed to unlock Africa’s full potential as the next major frontier for hospitality investment.”

Distributed by APO Group on behalf of The Bench.

Continue Reading

Business

Canon places in top 10 for 41 years running in United States (U.S.) patent ranking and ranks first for the 20th consecutive year among Japanese companies

Published

on

Canon

The United States, with its concentration of high-tech companies and its large market scale, is a particularly important region in terms of business expansion and technology alliances

DUBAI, United Arab Emirates, February 3, 2025/APO Group/ — 

In 2024, Canon (Canon-CNA.com) ranked ninth in the number of patents registered in the United States Patent and Trademark Office (USPTO), placing it in the world’s top 10 for 41 consecutive years, according to IFI CLAIMS Patent Services, a US-based patent research firm. Moreover, Canon ranked first among Japanese companies for the 20th consecutive year.

Canon emphasizes the importance of obtaining patents not only in Japan but also internationally. It promotes patent filing based on regional business strategies, as well as technology advancement and product trends. The United States, with its concentration of high-tech companies and its large market scale, is a particularly important region in terms of business expansion and technology alliances.

Top 15 companies by number of US patents obtained in 2024*

RankPatent holderNumber of patents
1Samsung Electronics Co Ltd6,377
2Taiwan Semiconductor Manufacturing Co TSMC Ltd3,989
3Qualcomm Inc3,422
4Apple Inc3,082
5Huawei Technologies Co Ltd3,046
6LG Electronics Inc2,768
7Samsung Display Co Ltd2,596
8International Business Machines Corp2,465
9Canon Inc2,329
10Google LLC2,054
11Intel Corp1,931
12BOE Technology Group Co Ltd1,870
13Micron Technology Inc1,796
14Toyota Motor Corp1,779
15Microsoft Technology Licensing LLC1,707

*Numbers of patents based on figures released by IFI CLAIMS Patent Services (as of January 15, 2025).

Canon makes maximum use of its intellectual property portfolio to enhance corporate value by supporting the evolution of management and business while examining various environmental changes to foresee future social and economic trends. In addition to focusing on the acquisition of intellectual property rights related to core business competencies, Canon devotes significant resources to the acquisition of intellectual property rights that anticipate future developments, including those related to versatile technologies in such fields as AI and IoT, industry standards, and the environment, to create new businesses. Leveraging its intellectual property portfolio, Canon is working to boost its business expansion by securing both its current competitive advantage and the freedom to conduct business in the future, while obtaining licensing revenues to compensate development costs.

Canon will continue its intellectual property initiatives with the goal of supporting its businesses, providing products and services with higher added value, and contributing to a better society.

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

Continue Reading

Business

Former Africa Finance Corporation (AFC) Executive Board Member Sanjeev ‘SG’ Gupta, Joins APO Group as Senior Advisor to the Founder and Chairman

Published

on

Sanjeev-Gupta

Mr Gupta will collaborate with APO Group to advise African leadership on crafting and implementing coherent, well-articulated communication strategies that are aligned to their strategic goals and development priorities

JOHANNESBURG, South Africa, February 3, 2025/APO Group/ — 

APO Group (www.APO-opa.com), the award-winning pan-African communications consultancy and press release distribution service, is pleased to announce the appointment of Sanjeev ‘SG’ Gupta as Senior Advisor to its Founder and Chairman, Nicolas Pompigne-Mognard (www.Pompigne-Mognard.com). In this role, Mr Gupta will assist APO Group in guiding African governments and corporations to harness the power of public relations and strategic communication to attract vital investments, amplify their competitive advantages, and unlock their growth potential. His experience will be invaluable in developing compelling and globally resonant narratives that not only highlight the unique opportunities but also inspire investor confidence and foster an environment primed for sustainable growth.

This strategic relationship highlights APO Group’s commitment to furthering its impact on the African continent by empowering African governments and the private sector to create coherent branding and communication strategies that is recognised internationally as a balanced and constructive argument on African realities and opportunities.

Gupta brings over three decades of distinguished experience in finance and investment, particularly within African markets. As the former Executive Director of Financial Services at the Africa Finance Corporation (AFC), a leading pan-African multilateral development finance institution, Gupta played a pivotal role in shaping Africa’s infrastructure and economic development landscape. During his tenure, AFC raised well over USD 10 billion from diverse funding sources and maintained an A3 investment-grade credit rating during what has been another decade of extreme turbulence and an enhanced risk environment for the continent. The Treasury team under his guidance was named “Best Supranational Treasury & Funding Team of the Year”. 

APO Group’s dedication to showcasing Africa’s potential resonates deeply with my own commitment to fostering sustainable development and investment across the continent

Mr Gupta has been a vocal advocate for integrating climate considerations into investment decisions, promoting sustainable development, and through his academic interests has nurtured young professionals globally to understand and appreciate the African relevance to global challenges better. 

A powerful orator and a passionate campaigner for a fair role for Africa on the global stage, he has been particularly successful in structuring significant investment flows into Africa along with African domestic capital to provide equitable returns to both private and public investors on transformational projects on the continent. 

Gupta has consistently highlighted that unlocking Africa’s demographic dividend is a vital priority, alongside the need for the continent to firmly establish itself as a leading source of solutions to critical global challenges.  

Nicolas Pompigne-Mognard, Founder and Chairman of APO Group, said: “Sanjeev’s extensive experience and visionary leadership in African finance are truly unique as we seek to work together to amplify the continent’s stories on the global stage. His expertise and extensive network will be instrumental in advancing APO Group’s mission to promote positive and impactful narratives about Africa.” 

Speaking on his new role, Gupta stated: “I am delighted to join APO Group and collaborate with Nicolas and his exceptional team. APO Group’s dedication to showcasing Africa’s potential resonates deeply with my own commitment to fostering sustainable development and investment across the continent. I look forward to contributing to APO Group’s efforts to ensure Africa is heard and accurately understood by all relevant stakeholders, so that both the African voice and the critical role it must play in building a better world are fully embraced and acted upon”. 

Distributed by APO Group on behalf of APO Group.

Continue Reading

Trending