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

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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.

Energy

SBM Offshore Confirmed as Silver Sponsor for African Energy Week (AEW) 2026 Amid Africa FPSO Expansion Push

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African Energy Chamber

SBM Offshore will participate as Silver Sponsor at African Energy Week 2026, where they are set to showcase FPSO expansion in Angola, Namibia and Guyana amid strong financials and a deepwater innovation strategy

CAPE TOWN, South Africa, June 9, 2026/APO Group/ –Multinational oil and gas services company SBM Offshore will participate at this year’s African Energy Week (AEW) 2026 Conference and Exhibition as a Silver Sponsor, reinforcing the company’s long-term commitment to Africa’s expanding deepwater oil and gas industry. Their participation comes as SBM Offshore accelerates brownfield optimization projects in Angola while aggressively positioning itself for new frontier developments in Namibia’s Orange Basin.

 

SBM Offshore’s return to AEW, which takes place from October 12–16 in Cape Town, is expected to draw significant industry attention as operators, financiers and EPC contractors evaluate the next wave of floating production infrastructure across the Atlantic Basin. With more than 20 years of experience in Africa and over $31 billion in contract backlog globally, the company remains one of the world’s most influential FPSO suppliers.

The Sponsorship follows several major milestones announced during 2025 and 2026. On May 26, the American Bureau of Shipping approved SBM Offshore’s seawater intake riser technology developed alongside Shell. The system pumps cold seawater from depths of 700m to FPSO topsides, reducing onboard cooling energy demand and improving emissions performance for future African and South American projects.

The company’s financial position strengthened considerably following the $2.32 billion sale of FPSO One Guyana to ExxonMobil in February 2026. The transaction helped drive a 216% year-on-year increase in Q1 2026 directional revenue to $3.5 billion while reducing SBM Offshore’s net debt from $5.7 billion to $3.2 billion by March 21, 2026.

SBM Offshore continues to demonstrate the technical expertise, operational scale and long-term investment approach needed to advance Africa’s next generation of energy projects

In March 2026, ExxonMobil awarded SBM Offshore front-end engineering and design contracts for the Longtail development in Guyana. The proposed FPSO is expected to feature the world’s highest gas-handling capacity ever deployed on a floating production vessel, processing 1.2 billion cubic feet of gas and 250,000 barrels of condensate daily.

Across Africa, SBM Offshore continues expanding its offshore footprint. In Angola, the company signed multi-year extensions in December 2025 with Esso Exploration Angola for FPSO Mondo and FPSO Saxi Batuque in Block 15, extending operations through 2032. Brownfield upgrades and life-extension works commenced in early 2026 to support declining reservoir pressure management and maintain environmental compliance standards.

The company also finalized a share purchase agreement with Equatorial Guinea’s national oil company GEPetrol in December 2025, restructuring regional asset ownership and supporting localized operational transitions. The FPSO Aseng formally exited SBM Offshore’s lease-and-operate fleet during the same period as management responsibilities shifted toward Equatoguinean entities.

Namibia retains a central focus of SBM Offshore’s African growth strategy. The company is actively competing for TotalEnergies’ Venus FPSO contract in the Orange Basin, one of Africa’s largest recent offshore discoveries with estimated resources of roughly 2 billion barrels. SBM Offshore has expanded its Cape Town commercial engineering workforce while positioning its standardized technologies for upcoming South Atlantic developments.

“SBM Offshore’s participation at this year’s event reflects the growing momentum behind Africa’s deepwater industry and the critical role FPSO technology will play in unlocking new production. From Angola’s mature offshore hubs to Namibia’s frontier discoveries, SBM Offshore continues to demonstrate the technical expertise, operational scale and long-term investment approach needed to advance Africa’s next generation of energy projects,” says NJ Ayuk, Executive Chairman, African Energy Chamber.

Looking ahead, SBM Offshore aims to combine frontier expansion with lower-emission offshore production systems. Through partnerships with SLB and Cognite, the company is integrating industrial AI platforms to its global fleet while scaling standardized hull construction to accelerate project delivery timelines across Africa and Latin America.

Distributed by APO Group on behalf of African Energy Chamber.

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Minister Kgosientsho Ramokgopa Joins African Energy Week (AEW) 2026 as South Africa Opens R400B Grid Expansion to Private Investment

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Kgosientsho Ramokgopa

South Africa has moved from rolling blackouts to a year of stable supply, and Minister Kgosientsho Ramokgopa now turns to the grid expansion and market reforms needed to keep the lights on and draw private capital

CAPE TOWN, South Africa, June 9, 2026/APO Group/ –Kgosientsho Ramokgopa, Minister of Electricity and Energy of the Republic of South Africa, has been confirmed as a featured speaker at African Energy Week (AEW) 2026, where he is expected to outline the next phase of the country’s power-sector recovery and the investment drive needed to expand the electricity grid.

 

Taking place October 12-16, AEW 2026 represents the largest energy gathering on the African continent, offering a strategic platform for dealmaking and partnerships. Minister Ramokgopa’s participation reflects the country’s ambitions to strengthen investment flows across the power and energy markets, supporting long-term generation resilience and improved transmission networks.

South Africa has moved from one of the worst phases of its electricity crisis to its most stable supply in years. The country recently passed a full year without load-shedding, and the grid is at its strongest in half a decade, with roughly 4,400 MW more generation on hand than a year earlier. The return of Kusile Power Station to its full output of about 4,800 MW helped anchor the turnaround.

South Africa’s recovery shows what disciplined execution can achieve, and opening the grid to private capital is the logical next step

With supply stabilized, Ramokgopa has reframed the current market challenge as being less about generation and more to do with transmission, offtakers and bottlenecks, pointing to more than 130 GW of generation projects that have yet to secure firm offtake agreements. That bottleneck sits at the center of the country’s largest infrastructure push. The Transmission Development Plan calls for 14,000 km of new power lines and 105 substations by 2030, at a cost of roughly R400 billion, to unlock an additional 22.5 GW of capacity.

Because neither Eskom nor the state can fund that build alone, the government has opened transmission to private investment for the first time through the Independent Transmission Projects (ITP) program. In December 2025, Ramokgopa named seven prequalified bidders for the first phase, all of them international-led consortia. The phase covers 1,164 km of high-voltage lines across seven corridors, with a combined value of about $1 billion. A request for proposals is expected in the second half of 2026.

“South Africa’s recovery shows what disciplined execution can achieve, and opening the grid to private capital is the logical next step,” says NJ Ayuk, Executive Chairman of the African Energy Chamber. “The real opportunity now is in transmission, and the investors who help build that network will open up generation that will change South Africa’s future for the better.”

Private appetite is already evident on the generation side. The latest round of the Renewable Energy Independent Power Producer Procurement Program drew 10.2 GW of bids against the 5 GW on offer. In the 2025/26 financial year, eight new independent power projects came online with a combined 800 MW, and another 1,610 MW is under construction.

Minister Ramokgopa is also expected to address the Integrated Resource Plan 2025, the government’s blueprint guiding new generation capacity, and the rollout of a competitive wholesale electricity market intended to open the sector beyond Eskom.

As AEW 2026 prepares to convene policymakers, investors and operators at the Cape Town International Convention Center this October, Minister Ramokgopa’s participation is the host nation’s signal that its power sector is open for investment.

Distributed by APO Group on behalf of African Energy Chamber.

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Carbon Markets Africa Summit (CMAS) 2026 programme launched as Africa’s carbon markets move from readiness to delivery

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CMAS

Positioned as a pan-African marketplace, CMAS connects policy, project pipelines, capital and buyers in a structured environment focused on enabling real deal flow

CAPE TOWN, South Africa, June 9, 2026/APO Group/ –Africa is emerging as an exciting destination to develop carbon market projects with improved policy certainty and more and more projects becoming investment-ready. As global carbon markets transition from rule-setting to real transactions, with Article 6 mechanisms moving into implementation and compliance-driven demand such as CORSIA accelerating, attention is shifting towards where credible supply, policy certainty and investment-ready projects can be delivered at scale.

 

Against this backdrop, the Carbon Markets Africa Summit (CMAS) that is organised by VUKA Group has released its official 2026 programme, outlining how Africa’s carbon markets can move beyond frameworks into execution, investment and transactions. The summit will take place from 13–15 October 2026 in Kigali, Rwanda, hosted by the Ministry of Environment of Rwanda, with UNDP and the African Development Bank (AfDB) as host organisations, the Development Bank of Southern Africa (DBSA) as host partner, and AUDA-NEPAD as the strategic institutional partner.

Positioned as a pan-African marketplace, CMAS connects policy, project pipelines, capital and buyers in a structured environment focused on enabling real deal flow.

This year’s programme reflects a changing market dynamic, one where integrity, quality and transaction readiness are becoming decisive.

Carbon markets are entering a more selective and operational phase. The question is no longer whether Africa has a role to play, but whether the continent can bring forward credible projects, enabling frameworks and market infrastructure to transact at scale,” said Emmanuelle Nicholls, Project Lead. “CMAS 2026 is designed as a response to that moment – connecting the actors, pipelines and capital needed to move from ambition to execution.”

Africa’s carbon markets must be built on integrity, equity, and continental coordination so that carbon finance delivers real value

Within this evolving context, the summit places strong emphasis on the foundations required to scale markets responsibly. As Estherine Fotabong, Director at AUDA-NEPAD, notes, “Africa’s carbon markets must be built on integrity, equity, and continental coordination so that carbon finance delivers real value for communities, ecosystems, and sustainable development across the continent.”

A programme built for execution

The CMAS 2026 programme spans the full carbon market value chain from policy and Article 6 implementation to project development, finance and transactions. Key highlights include the keynote opening session on delivering projects, capital and transactions at scale, a high-level dialogue on trust and market readiness, ministerial and technical roundtables, and sessions focused on buyer demand, investor priorities and deal structuring.

 

A central feature is a curated pipeline of African carbon projects across nature-based solutions, regenerative agriculture, carbon removals, waste-to-value and blue carbon, presented through project showcases, case studies and investment-ready deal rooms.

The programme also includes solution labs and technical workshops addressing critical bottlenecks—including Article 6 and CORSIA implementation, early-stage finance, MRV systems and project bankability, alongside live demonstrations of digital carbon infrastructure, ensuring focus on practical market development and delivery.

CMAS 2026 is hosted in Rwanda, a country advancing carbon market frameworks under Article 6, and takes place at a pivotal moment as global markets increasingly prioritise integrity, quality and real delivery at scale.

Distributed by APO Group on behalf of VUKA Group.

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