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

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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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The Coca-Cola System in Africa Unveils Water Stewardship Initiative

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‘The Coca-Cola System’s Africa Water Stewardship Initiative’, with a nearly USD 25 million investment, will support water solutions in local communities in Africa

JOHANNESBURG, South Africa, September 13, 2024/APO Group/ — 

The Coca-Cola Company in Africa (www.Coca-ColaCompany.com) and its bottling partners Coca-Cola Beverages Africa (CCBA), Equatorial Coca-Cola Bottling Company (ECCBC) and Coca-Cola HBC announced a nearly USD 25 million investment to help address critical water-related challenges in local communities in 20 African countries, starting this year through 2030. The work will be led by Global Water Challenge (GWC) and implemented by a consortium of partners, including The Nature Conservancy (TNC), The International Union for Conservation of Nature (IUCN) and the World Wildlife Fund (WWF).

The effort, called ‘The Coca-Cola System’s Africa Water Stewardship Initiative’, was introduced in Cape Town, South Africa, in presence of executives from the Coca-Cola system in Africa and NGO partners. During the event, Karyn Harrington, Vice President of Public Affairs, Communications and Sustainability at The Coca-Cola Company’s Africa Operating Unit indicated “Water is a priority for The Coca-Cola Company and its local bottling partners because it is essential to life, the communities we serve and our beverages. As we face increasing water insecurity worldwide, with demand outstripping supply in many regions such as Africa, Coca-Cola is taking steps to help accelerate efforts to address water stress, protect local water resources, and build community climate resilience. Our 2030 Water Security Strategy focuses on helping enhance water security where we operate, source ingredients, and touch lives.”

“One in three Africans face water insecurity. The Global Water Challenge and ‘The Coca-Cola System’s Africa Water Stewardship Initiative’ partner coalition will seek to improve water security for millions across the African continent, helping advance community health and resilience through abundant, clean water. We applaud Coca-Cola’s continued leadership on African water security” said Monica Ellis, CEO of GWC.

We are proud to partner with The Coca-Cola Company and fellow bottlers on this critical initiative to help tackle water challenges across Africa

‘The Coca-Cola System’s Africa Water Stewardship Initiative’ aims to help protect and enhance the health of important watersheds and to help improve access to water and sanitation services in local communities. We will have projects in Algeria, Botswana, Cabo Verde, Comoros, Egypt, Eritrea, Eswatini, Ethiopia, Kenya, Mayotte, Morocco, Mozambique, Namibia, Nigeria, Somalia, South Africa, Tanzania, Uganda, Zambia and Zimbabwe.  

“CCBA has a responsibility to help those who face water scarcity and to help protect local water resources where we operate, especially in places with the biggest challenges. We are proud to partner with The Coca-Cola Company on this project,” says Layla Jeevanantham, Chief Public Affairs, Communication and Sustainability Officer at CCBA.

“We are proud to partner with The Coca-Cola Company and fellow bottlers on this critical initiative to help tackle water challenges across Africa. By working together, we can leverage the expertise of our partners and the knowledge of local communities to help create sustainable solutions that enhance water access and safeguard vital water resources,” said Sonia Ventosa, Public Affairs, Communications & Sustainability Manager at ECCBC.

“Coca-Cola HBC has been part of African communities for more than 70 years, and sustainability is an important part of how we operate. We’re very happy to see this new water initiative come to life and to support the system’s water stewardship efforts,” said Marcel Martin, Chief Corporate Affairs & Sustainability Officer, Coca-Cola HBC.

Recognizing that partnerships are critical to support this work, the company and its bottlers are collaborating with governments, businesses, and civil society organizations to design and implement strategic interventions. In addition to supporting the company’s water strategy, this effort also aims to contribute to advancing the United Nations’ Sustainable Development Goal 6, which focuses on ensuring availability and sustainable management of water and sanitation. 

This water initiative will build upon The Coca-Cola Foundation (TCCF)’s Replenish Africa Initiative (RAIN), a groundbreaking collaboration with key partners and co-funders which helped improve access to clean water, sanitation and hygiene for 6 million people across African countries between 2009 and 2019. Through 120 projects, the initiative positively impacted homes, schools and healthcare clinics in more than 4,000 communities.

Distributed by APO Group on behalf of Coca-Cola.

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Strengthening Energy Ties: Libya, Italy Collaborate on Major Oil & Gas Ventures

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Taking place in Rome on September 23, the Libya-Italy Roundtable and VIP Networking Evening will discuss Libya’s current upstream project pipeline and Italy’s role in unlocking new assets

ROME, Italy, September 13, 2024/APO Group/ — 

Libya’s economy relies heavily on its upstream oil and gas sector, which holds Africa’s largest proven oil reserves – over 48 billion barrels – and substantial natural gas reserves. To stabilize and increase current and future production levels, the country is rolling out a dynamic project pipeline that presents new opportunities for investment and partnership with industry stakeholders. The Libya-Italy Roundtable and VIP Networking Evening – taking place in Rome on September 23 – will bring together top executives from Libyan and European energy firms for an Oil & Gas Roundtable to discuss the country’s current exploration and development prospects, as well as celebrate the Libyan-Italian connection in the upstream space.

Latest Sector Developments

In partnership with the country’s leading operators, Libya’s National Oil Corporation (NOC) is seeking to enhance production capacity (https://apo-opa.co/3MIAHAh) through the rehabilitation and exploration (https://apo-opa.co/3zhGMR6) of at least 36 wells, carrying out maintenance works at key fields. To drive new exploration activity, Libya is preparing to launch an oil and gas licensing round in early-2025 targeting concessions in the Murzuq, Ghadames and Sirte basins. The NOC has already received interest from more than 30 companies in its marginal assets alone, as well as identified 45 greenfield and brownfield projects that will help meet its production goals.

In parallel, Libya is launching a robust gas monetization drive to diversify crude oil revenues, meet rising gas demand and reduce routine flaring. While often overshadowed by its dominant oil sector, Libya’s natural gas sector is substantial, holding 53 trillion cubic feet of proven reserves and playing a critical role in supplying gas to Europe. In May this year, $1.23 billion (https://apo-opa.co/3zig9eP) was allocated to develop the NC-7 block – operated by a consortium led by Italian multinational energy company Eni – with a view to monetizing 2.7 trillion cubic feet of gas in the Ghadames Basin. Meanwhile, Libya’s Greenstream Pipeline transports gas to Sicily and onto European markets, with plans underway to increase the utilization of pipeline capacity up from 25%. Libya is aiming to further boost energy supplies to Europe via an $8-billion gas production deal signed between Eni (https://apo-opa.co/4e6MaWE) and Libya’s NOC to develop two offshore gas fields – Structures A and E – set to produce 750 million cubic feet of gas per day by 2026.

Italy’s Role in Upstream Sector 

Italy plays a major role in Libya’s oil and gas sector as both a major investor and export market. As one of the largest foreign operators in the country, Eni has a long-standing presence in Libya and is involved in major projects across the oil and gas value chain. Libya’s gas output is largely concentrated in offshore fields including the Bahr Essalam and Bouri fields (https://apo-opa.co/3ZiXhaj), which are operated by Mellitah Oil & Gas – a joint venture between Eni and the NOC – as well as onshore fields in the Sirte Basin. To advance Libya’s gas production and exports, Mellitah Oil & Gas is leading development of the one-billion-dollar, offshore subsea Bouri Gas Utilization Project, which serves to capture associated gas from two offshore platforms at the Bouri field development. The gas will then be transported to the Mellitah Complex – a major hub for gas production, processing and export – and delivered to European markets via the Greenstream pipeline, with production expected to start in 2026. Eni’s continued investment in onshore and offshore fields signals its long-term commitment to Libya’s oil and gas industry, as well as Italy’s strong energy ties with Libya and potential for expanded cooperation going forward.

The Libya-Italy Roundtable and VIP Networking Evening takes place in Rome on September 23, featuring a half-day program that unites Libyan and Italian business leaders and government officials. If your company is interested in participating, please contact sales@energycapitalpower.com

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

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Dangote calls on African business leaders to drive continent’s transformation

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Africa is at a crucial inflection point, with the world’s youngest and fastest-growing population, rapidly expanding cities, and a growing embrace of innovation and new technologies

JOHANNESBURG, South Africa, September 12, 2024/APO Group/ — 

The President and Chief Executive of the Pan-African conglomerate, Dangote Group, Aliko Dangote (www.Dangote.com), has called on African business leaders to take the lead in transforming the continent.

Speaking at the just concluded African Renaissance Retreat held in Kigali, Rwanda, Dangote pointed out that despite significant challenges besetting Africa, its youthful population and abundant resources, including about 30% of the world’s mineral reserves and the largest reserves of gold, cobalt, uranium, platinum, and diamonds, offer opportunities for substantial and inclusive growth.

“Additionally, we have 65% of the world’s arable land and 10% of the planet’s internal renewable freshwater sources. Together these present a myriad of opportunities for robust, inclusive growth that harness our abundant human potential and natural resources to increase prosperity, not just in Africa but across the globe,” he said. Dangote added that Africa is at a crucial inflection point, with the world’s youngest and fastest-growing population, rapidly expanding cities, and a growing embrace of innovation and new technologies, including Artificial Intelligence.

Dangote noted that despite dealing with multiple barriers such as visas, inconsistent change in government policies, inadequate technical talent, lack of critical infrastructure, foreign exchange crises, inflation, cost of capital and other conflicts of differing dimensions, the Dangote Group has expanded from Nigeria to 14 countries across the continent, spanning multiple sectors from cement to fertilizers, sugar to oil refineries, petrochemicals, agriculture and more. “The good news is that despite these challenges, we have succeeded in building a pan-African Group that employs over 50,000 people and generates revenues that should exceed $30bn by the end of 2025,” he said.

Dangote who initiated the retreat noted that he had long contemplated bringing together a group of dedicated African business leaders to address the continent’s challenges, identify concrete solutions, and showcase Africa as a viable investment destination despite its obstacles. He emphasized that the objective of the retreat was to offer an opportunity for collective action in tackling various issues, including persistent conflicts, energy and food security, supply chain disruptions, the debt crisis, and access to long-term concessional funding for development.

It is our collective responsibility to play our role in transforming our continent

“This small private and high-level gathering to discuss these issues and align on how we will own and shape our narrative for development is long overdue. With the foremost entrepreneurs on the continent, the leaders of the largest pan-African companies, those at the helm of the most important development institutions in Africa, our brothers and sisters leading global institutions, our leading investors, our pre-eminent civil society activists and a few of our most respected political leaders, this first step will be an opportunity to have a frank and honest dialogue amongst ourselves to consolidate what we see as our common ground” said Dangote. He added “we are coming together not just as leaders in our respective institutions but as visionaries and catalysts for transforming our societies. It is our collective responsibility to play our role in transforming our continent. Nobody will do it for us but us – especially us in this room”.

While expressing his hope that the retreat would produce initiatives capable of significantly shaping Africa’s future and benefiting its people, Dangote acknowledged the contributions of President Paul Kagame of Rwanda, former President Olusegun Obasanjo, former President Ellen Johnson Sirleaf, and former Prime Minister Hailemariam Dessalegn. However, he cautioned that it is crucial for the leaders present to move beyond dialogue to decisive implementation and tangible impact.

The Retreat participants resolved to urge African private sector and political leaders to engage in regular high-level dialogue. Additional proposals included supporting the ratification of the free movement of people protocol, launching the African Renaissance Companies Gender Compact, and convening top global business leaders of African descent. The leaders also aimed to champion an initiative aimed at significantly reducing logistics costs across the continent and one focused on ensuring internet access for a broader segment of Africa’s population.

Participants at the retreat, which took place from September 6 to 8, included Amina J. Mohammed, Deputy Secretary-General of the United Nations; Prof. Benedict Oramah, President and Chairman of the Board of Directors of the African Export-Import Bank; former Liberian President Ellen Johnson Sirleaf; Adebayo Ogunlesi, Chairperson of Global Infrastructure Partners; former Ethiopian Prime Minister Hailemariam Dessalegn, Samaila Zubairu of the African Finance Corporation, Makhtar Diop of IFC, and Jeremy Awori, CEO of Ecobank Transnational Incorporated.

Others were Bernie Mensah of Bank of America; Dr. James Mwangi of Equity Group Holdings; Alain Ebobisse of Africa50; Aigboje Aig-Imoukhuede of Access Holdings; Genevieve Sangudi of Alterra Capital Partners; Jim Ovia of Zenith Bank; Tony Elumelu of Heirs Holdings; Naguib Sawiris of Orascom Telecom Holding; Dr. Vera Songwe; Jonathan Oppenheimer of Oppenheimer partners; Dr. James Manyika of Google;  Clare Akamanzi of NBA Africa; Fred Swaniker of Africa Leadership Group; Professor Hakeem Belo-Osagie of Harvard Business School; Myma Belo-Osagie of Harvard Africa Studies Centre; Patrice Motsepe of African Rainbow Minerals; Mohammed Dewji of METL; Moussa Faki Mahamat of Africa Union; Graca Machel of the Graca Machel Trust; Wamkele Mene of African Continental Free Trade Area Secretariat;  Tope Lawani of Helios Partners; Masai Ujiri of the Toronto Raptors; Mimi Alemayehou of Three Cairns Group; Dr. Donald Kaberuka of Southbridge Group; Precious Moloi-Motsepe of Africa Fashion International; Richelieu Dennis of Sundial Group of Companies; Louise Mushikiwabo, Secretary General of Organisation Internationale de la Francophonie; Hassanein Hiridjee of Axian Group; Kate Fotso of Telcar Cocoa; Nkosana Moyo of Mandela Institute for Development Studies; Nku Nyembezi of Standard Bank Group.

Distributed by APO Group on behalf of Dangote Group.

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