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

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4 years ago

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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.

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Africa gains governance momentum in the 2026 Chandler Good Government Index, but sustaining progress is the real test

Published

16 hours ago

on

October 29, 2026

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Africa

Across Africa, average scores improved in six of the seven CGGI pillars over the past year, with the strongest gains in Helping People Rise and Financial Stewardship

This signals that stronger government capabilities are beginning to translate into tangible improvements in people’s lives

KIGALI, Rwanda, October 29, 2026/APO Group/ –Africa was the second best-performing region for governance progress in the 2026 Chandler Good Government Index (CGGI), with 71% of the African countries assessed in both 2025 and 2026 achieving higher overall scores. However, the continent remains the lowest-scoring region overall, highlighting the challenge of translating improvement in government capabilities into better outcomes for citizens.

 




 
 

These findings were highlighted by the Chandler Governance Group (CGG) at a joint session with the Rwanda Governance Board (RGB) to launch the 13th edition of the Rwanda Governance Scorecard at the Kigali Serena Hotel on Thursday, 22 October 2026.

“This year, Africa’s strongest gains came in Financial Stewardship, followed by Helping People Rise, the CGGI’s outcomes pillar. This signals that stronger government capabilities are beginning to translate into tangible improvements in people’s lives, from access to quality education and healthcare to the public finances that fund them. The task now is to sustain that progress over the coming years,” says Dinesh Naidu, Director (Knowledge) at CGG.

Now in its sixth edition, the CGGI assesses government capabilities and effectiveness across 133 countries representing 94% of the world’s population, up from 120 countries in 2025. It measures 35 equally weighted indicators across seven pillars, providing governments with a framework to benchmark performance, identify gaps and learn from the experience of other countries.

Globally, the findings point to improving governance performance. Of the 120 countries assessed in both 2025 and 2026, 61% recorded higher scores, representing the highest annual share of countries improving since the Index launched in 2021. However, longer-term progress has been less consistent, with only 43% of the 104 countries tracked since 2021 recording an overall improvement.

Africa’s leading governments

Mauritius remains Africa’s highest-ranked country, placing 55th globally, followed by Rwanda (62nd), Botswana (70th), Morocco (79th) and Tanzania (80th). South Africa ranks sixth on the continent, in 85th place globally.

Rwanda features prominently in the discussion, ranking 11th globally for Leadership & Foresight and emerging as the highest-ranked low-income country in the Index. It ranks 61 places above where its income alone would predict. Across the Index, government capabilities track citizen outcomes more closely than national wealth does, suggesting that strengthening government capabilities matter in delivering better outcomes for citizens.

The joint session brings together the CGGI’s international benchmarks and the Rwanda Governance Scorecard’s assessment of governance in the Rwandan context, creating an opportunity to consider both global perspectives and country-specific priorities.

Progress across key governance pillars

Across Africa, average scores improved in six of the seven CGGI pillars over the past year, with the strongest gains in Helping People Rise and Financial Stewardship. These improvements point to progress in areas associated with public services, including healthcare and education, as well as the management of public finances.

Longer-term trends also highlight areas of progress. Between 2021 and 2026, nearly every African country assessed across the period improved its Data Capability score, with Morocco recording the largest gains. Ghana’s overall score improved in 2026, supported by stronger Financial Stewardship, while South Africa continues to show relative strength in Robust Laws & Policies, ranking 44th globally, and Attractive Marketplace, ranking 48th.

Despite these gains, the scale of the challenge remains clear. Africa’s regional average is still below its 2021 level, 23 of the 35 African countries in the 2026 Index rank outside the global top 100, and none is in the top 50. Seven African countries joined the Index this year: Chad, the Democratic Republic of Congo, Gambia, Guinea, Lesotho, Liberia and Togo.

“Rankings provide a useful starting point, but the broader value of the CGGI lies in helping governments understand where they are making progress and where further work is needed. Sustained improvements depend on the ability to strengthen institutions, manage resources responsibly and turn policy into meaningful outcomes for citizens,” says Naidu.

A tool for learning and improvement

The CGGI is designed as a practical diagnostic tool, helping governments identify gaps, track progress over time, and learn from peers facing similar constraints. The collaboration with the RGB brings international benchmarking together with locally grounded assessment.

“Every country faces its own governance challenges and is driven by varying priorities. Governments that are willing to take stock of the evidence and learn from peers to strengthen their institutions are well placed to achieve real improvements,” concludes Naidu.

Distributed by APO Group on behalf of Chandler Governance Group.

 

 




 

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Spiro brings electric motorcycles and battery-swapping technology to Ghana, expanding its pan-African footprint

Published

16 hours ago

on

October 29, 2026

By

Spiro

The integrated offering aims to reduce daily operating costs and minimise downtime, with battery swaps completed in just two minutes and potential savings of up to USD 2 per day compared with petrol-powered motorcycles

ACCRA, Ghana, October 29, 2026/APO Group/ —

  • Spiro’s entry into Ghana introduces the Ekon 450 M1 V3 electric motorcycle and its battery-swapping solution, bringing a new mobility option to commercial riders and delivery fleets.
  • The integrated offering aims to reduce daily operating costs and minimise downtime, with battery swaps completed in just two minutes and potential savings of up to USD 2 per day compared with petrol-powered motorcycles.
  • Test rides and product demonstrations across Greater Accra will support the rollout and help riders experience the benefits of electric mobility.

 




 
 

Spiro (www.Spironet.com), Africa’s largest electric mobility company, is expanding its footprint in Ghana with the introduction of the Ekon 450 M1 V3 electric motorcycle and its battery-swapping solution. Combining electric two-wheelers with access to charged batteries, Spiro aims to make everyday transport more affordable and practical for riders while supporting Ghana’s transition towards sustainable mobility.

For commercial riders and delivery fleets, fuel expenses and time spent off the road directly affect daily earnings. Spiro’s integrated offering addresses both challenges: riders can exchange a depleted battery for a charged one at a Spiro battery-swapping station in just two minutes, while potentially saving up to USD 2 per day in operating costs compared with conventional petrol-powered motorcycles.

Ghana represents a major opportunity for electric mobility, with a rapidly growing two-wheeler market and increasing demand from commercial riders and delivery fleets

Designed to meet the everyday mobility needs of African riders, the Ekon 450 M1 V3 offers an alternative to petrol-powered motorcycles. Supported by Spiro’s battery-swapping technology, it allows riders to get back on the road without waiting for their motorcycle to recharge.

Auroasish Choudhuri Managing Director Central and West Africa, commented: “Our entry into Ghana is an important step in strengthening Spiro’s presence in West Africa. Our focus is on building a local ecosystem that riders can rely on, combining electric motorcycles with convenient access to battery swapping. By working closely with local partners and listening to riders’ needs, we aim to support the long-term adoption of electric mobility in Ghana.”

Kaushik Burman, CEO Mobility of Spiro said: “Ghana represents a major opportunity for electric mobility, with a rapidly growing two-wheeler market and increasing demand from commercial riders and delivery fleets. By bringing the Ekon 450 M1 V3 together with our battery-swapping solution, we are addressing two key barriers to adoption: operating costs and access to charging infrastructure. Our ambition is to build a strong foundation for electric mobility to scale across Ghana.”

To support its rollout, Spiro is engaging with prospective customers through test rides, product demonstrations and live demonstrations of its battery-swapping technology across Greater Accra. These activities give riders the opportunity to experience the Ekon 450 M1 V3 and understand how battery swapping can fit into their daily routines.

Mr Maxwell Dodd, Managing Director of Spiro Ghana, said: “For riders in Ghana, the value of electric mobility lies in what it can deliver every day: lower operating costs, less downtime and more time on the road. Through the Ekon 450 M1 V3 and our battery-swapping solution, we want to make those benefits accessible and support riders as they make the transition to electric motorcycles.”

Ghana forms part of Spiro’s wider expansion across Africa. Building on its recent USD 270 million equity funding round and an additional USD 18 million in debt financing from the Africa Go Green Fund, the company is scaling its electric mobility ecosystem with the ambition of establishing a presence in 20 African markets. Spiro is also preparing to enter new countries, including Ethiopia, Malawi, Mali and the Democratic Republic of Congo.

Distributed by APO Group on behalf of Spiro.

 

 




 

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Huawei Wireless Unveils Innovation Breakthroughs to Pioneer New Communications Networks

Published

16 hours ago

on

October 29, 2026

By

Huawei

The innovation breakthroughs for pioneering new communications networks include RetinaMIMO, new materials, and OSCAR solution among other root technologies. By tackling coverage, energy consumption, and capacity challenges, the breakthroughs drive ubiquitous experience, simplified and green networks, and superior spectral efficiency. The breakthroughs have unlocked a wealth of new capabilities, including the world’s first commercial U6 GHz device VitaAAU, GigaGreen Plus series, and UBBPi series.
Huawei promotes A2A-T standards and drives commercial open-source OpenAN through extensive partnerships to build an open telecom agent ecosystem.

 




 
 

SHANGHAI, CHINA – Media OutReach Newswire – 29 October 2026 – At Huawei Decoding China 2026, Fang Xiang, Corporate Vice President and President of Wireless Network Solution of Huawei, unveiled a series of innovation breakthroughs to pioneer new communications networks. The innovation breakthroughs mark major leaps in root technologies focused on ubiquitous experience, simplified and green networks, and superior spectral efficiency. With the breakthroughs, Huawei has launched the world’s first commercial U6 GHz device VitaAAU, GigaGreen Plus series, and UBBPi series. Additionally featuring the new progress in open ecosystem for telecom agents, the breakthroughs will lay a solid foundation for new communications networks.

With booming intelligent devices and services, new devices, traffic, and applications are taking shape in the mobile industry. The new devices are expanding network connectivity from people to things and agents, increasing the number of connections by 100 times. Device-cloud synergy for intelligent services calls for stronger uplink capabilities to support training and inference, shifting network focus from downlink dominance to both uplink and downlink. With new applications, come a diversity of new interaction modes, calling for higher standards in experience and driving networks to support ubiquitous steady ultra-low latency with a high reliability.

As the world steps into an intelligent era, the value of connectivity is not only about quantity—it’s more about quality. This has been inspiring Huawei to convert cutting-edge breakthroughs into the commercial practices of new communications networks by focusing on root technologies for ubiquitous experience, simplified and green networks, and superior spectral efficiency.

Pioneering ubiquitous experience

RetinaMIMO is a new pioneering technology designed to solve the challenge of concurrent ultra-high bandwidth and ubiquitous coverage. It features the industry’s first Retina scanning system that allows RF link topologies to be reconstructed to eliminate coverage collapse in the vertical direction. It also adopts a reconstructed antenna array architecture to address the diminishing marginal gains as array elements (AEs) increase.

Based on RetinaMIMO, Huawei has launched the world’s first commercial U6 GHz device VitaAAU. Compared with similar products with 1024 AEs, VitaAAU widens coverage by about 30%, enabling U6 GHz to match C-band in both horizontal and vertical directions. This enables operators to deliver U6 GHz coverage for new communications networks on their C-band sites, minimizing overall TCO. To date, VitaAAU has seen commercial adoption in the UAE and other markets, with peak downlink speeds exceeding 10 Gbps, making ubiquitous premium experience a reality.

Pioneering simplified, green networks

Huawei’s pioneering EP power amplifier (PA) architecture capitalizes on new materials and technologies to solve the problem of energy efficiency decline on higher frequency bands, maximizing energy conversion efficiency. The industry’s first-ever multimode dielectric filters allow antennas to have small dimensions and low power consumption on multi-channel networks with high frequency bands. Powered by new materials, technologies, and architectures, VitaAAU antenna is reduced to 1.5 m in diameter while supporting “0 Bit 0 Watt 0 Loss”, delivering superior energy saving efficiency. These innovations enable Huawei’s GigaGreen Plus series products to achieve significant reductions in dimensions, weight, and power consumption, better positioned to power simplified and green networks.

Pioneering superior spectral efficiency

Multi-band, multi-cell, and multi-user interference is a major restrictive factor of capacity. The time scaling of the Tau (τ) law is introduced to base stations for the first time to realize optimal dynamic resource scheduling across all domains based on the OSCAR solution. With low-latency bus and high-speed interconnect technology, a high-speed architecture is built to enable the real-time exchange of massive data. Thanks to software and hardware synergy, new UBBPi series products improve average user experience by 1.3 times while reducing power consumption by approximately 40%, further improving spectral and energy efficiency.

Pioneering open-source autonomous networks

Autonomous networks have emerged as an inevitable choice to deal with the growing AI services and increasing network complexity. RANSpirit is another industry first from Huawei, implementing single-domain network autonomy based on the telecom foundation model and digital twins. To date, RANSpirit is serving more than 1.2 million cells across 25 networks around the world, providing assistance to more than 2,000 engineers.

Extensive agent collaboration relies on an open, win-win ecosystem. This galvanizes Huawei to join industry partners to develop ecosystem standards, communities, and industry alliances. In terms of standards, Huawei adapts to the TM Forum, building a cross-agent foundation on the A2A-T standard and framework agreed upon by the industry. In terms of communities, Huawei jointly promotes neutral open-source communities and donates open-source agent components to the Linux Foundation, driving global collaboration and innovation. With regard to industry alliances, Huawei has taken the initiative to pool ecosystem strengths to accelerate business implementation based on the GSMA industry platform.

Fang concluded with the reiteration of Huawei’s unswerving pursuit of dual-drive innovation to promote new breakthroughs in mobile networks and work with partners from around the world to deepen the OpenAN ecosystem, advancing new communications networks through technological innovation and open collaboration.

FAQs

Q1: Why is it challenging to balance ultra-high bandwidth and ubiquitous coverage?

Ultra-high bandwidth depends on higher frequency bands. As we know, a higher frequency leads to a greater propagation loss of electromagnetic waves and a weaker ability for them to penetrate obstacles, because high-frequency signals attenuate fast and have short coverage distances, while ubiquitous coverage requires signals to travel a long distance in complex environments. Inherently, the two priorities pull in sharply opposite directions.

  




 

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