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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.

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African Energy Chamber (AEC) Champions Smart Policy, Strategic Partnerships to Advance Namibia’s Oil & Gas Discoveries

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African Energy Chamber

The African Energy Chamber is a strategic partner of the Namibia International Energy Conference, which kicked off today in Windhoek

WINDHOEK, Namibia, April 24, 2025/APO Group/ –As a strategic partner of the Namibia International Energy Conference (NIEC), the African Energy Chamber (AEC) (www.EnergyChamber.org) is calling for a deliberate and accelerated approach to moving Namibia’s recent oil and gas discoveries into production – emphasizing the importance of speed, investor confidence and strategic collaboration.

Speaking during a high-level panel at NIEC 2025, AEC Executive Chairman NJ Ayuk urged Namibia to seize the momentum of its frontier discoveries, while avoiding the pitfalls that have stalled progress in other hydrocarbon-rich African nations. He emphasized that Namibia’s path to becoming a regional energy hub hinges on its ability to learn from international case studies and execute deals that ensure long-term national benefit.

“Namibia needs to move fast, produce quickly and negotiate the best deals with its partners to ensure the rapid development of its oil discoveries,” Ayuk stated. He pointed to Guyana as a prime example, noting how the South American country developed a robust strategy focused on national benefit and successfully attracted billions in investments to fast-track its energy projects.

Namibia needs to move fast, produce quickly and negotiate the best deals with its partners to ensure the rapid development of its oil discoveries

In contrast, Ayuk cautioned against the delays experienced by countries like Mozambique, Tanzania, Uganda and South Africa, where production was significantly postponed, leading to rising project costs and lost opportunities. “There is a growing movement trying to discourage Africa – and Namibia – from producing its oil and gas. We must resist that,” he added.

Reinforcing the need for investor-friendly terms, Justin Cochrane, Africa Upstream Regional Research Director at S&P Global Commodity Insights, highlighted the necessity of contract stability, transparent data-sharing and a balanced approach to fiscal negotiations. “It’s natural that Namibia wants to maximize its benefits, but pushing too hard on IOCs can result in getting 100% of nothing… The first milestone must be achieving first oil,” said Cochrane.

Representing Namibia’s national oil company, Victoria Sibeya, Interim Managing Director of NAMCOR, stressed that the company is actively engaged in every phase of the industry, from data acquisition and exploration to shaping the downstream and midstream vision. “We are not just bystanders,” said Sibeya. “NAMCOR is deeply involved in data acquisition, exploration and the exchange of knowledge and technology with our partners. We are also preparing to invest in downstream and midstream sectors to ensure that we can add value once production begins.”

Echoing the call for local development, Adriano Bastos, Head of Upstream at Galp, underscored the need for early and continuous skills development – proposing that Namibians be trained abroad in specialized areas like FPSO operations to ensure they are prepared to lead once production begins at home. “Namibia has capabilities that are rare in the region, but more collaboration with international partners is essential to build the local skills base,” he said.

Bastos noted that Namibians make up 25% of Galp’s workforce in the country, including its first female offshore base manager. “We are proud of the strides we have made. Our nationalization plans are aggressive, and we work closely with [the Namibian Ports Authority] and other local entities to implement meaningful capacity-building projects.”

As Namibia stands on the cusp of transforming exploration success into production, the message from industry leaders is clear: time, trust and talent will determine the country’s trajectory. Through cross-border collaboration, pragmatic deal-making and a strong national vision, Namibia can emerge not just as an oil producer – but as a continental model for inclusive, forward-thinking energy development.

Distributed by APO Group on behalf of African Energy Chamber

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Adeeb Y. Al Aama Appointed as Chief Executive Officer of the International Islamic Trade Finance Corporation

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Adeeb Y. Al Aama

Appointment Marks a New Chapter for ITFC’s Mission to Drive Sustainable Trade and Development Across OIC Member Countries

JEDDAH, Saudi Arabia, April 24, 2025/APO Group/ –The International Islamic Trade Finance Corporation (ITFC) (www.ITFC-IDB.org), the trade finance arm of the Islamic Development Bank (IsDB) Group, is pleased to announce the appointment of Engineer Adeeb Y. Al Aama as Chief Executive Officer (CEO) ITFC, effective April 20, 2025.

It is a great honor to assume leadership of ITFC as we embark on the next chapter of our growth journey

The appointment was approved by the ITFC Board of Directors, following the recommendation of H.E. Dr. Muhammad Al Jasser, Chairman of the ITFC Board and President of the IsDB Group.

Upon his appointment, Eng. Al Aama stated: “It is a great honor to assume leadership of ITFC as we embark on the next chapter of our growth journey. Building on the solid foundations laid over the years, I am committed to advancing ITFC’s mission of empowering our member countries through innovative trade financing and development solutions. Together with the dedication of our talented team and the steadfast support of our partners, I am confident that we will drive greater impact, foster strategic partnerships, and contribute to sustainable and inclusive economic growth across our member countries.” 

Eng. Al Aama brings over three decades of leadership experience spanning international organizations, multinational corporations and government institutions. He has extensive experience in international trade, energy markets, strategic planning, and economics among others. His distinguished career includes serving as Saudi Arabia’s Governor for OPEC and Deputy Minister of Energy for Kingdom Affairs in OPEC and Global Oil Markets, where he played a pivotal role in shaping energy policies and strengthening economic cooperation.

Throughout his distinguished career, he has advised three Saudi Energy Ministers and held executive roles at Saudi Aramco and Saudi Petroleum Overseas Ltd., driving international trade partnerships and strategic initiatives.

Distributed by APO Group on behalf of International Islamic Trade Finance Corporation (ITFC)

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Cross Switch Solidifies Market Position with New Payment Licence in South Africa

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Cross Switch

The company strives to realise its vision of delivering modern payment solutions that meet the varied needs of merchants and non-profits

CAPE TOWN, South Africa, April 24, 2025/APO Group/ –Cross Switch (www.Cross-Switch.com), a leading provider of innovative payment solutions, has reached a significant milestone by securing its own Third-Party Payment Processor (TPPP) licence.

The TPPP, issued by the Payments Association of South Africa (PASA) and sponsored by Absa, is a regulatory status that strengthens Cross Switch’s position in the payments ecosystem. This achievement complements Cross Switch’s recent certification as a Visa Payment Facilitator (PayFac).

Cross Switch brings a highly flexible payment platform (https://apo-opa.co/3GA0r1Q) to South Africa, enabling business scalability and growth. The company can now independently onboard merchants, fintechs and charities, substantially enhancing its service offering and announcing itself as an essential player in the South African payments landscape.

By obtaining an all-important TPPP licence, Cross Switch has reinforced its commitment to delivering quality, compliant and flexible payment solutions tailored specifically for South Africa’s private and charitable sectors.

Cross Switch’s entry as a licensed provider brings an adaptable API that allows South African merchants to transact seamlessly on the African continent, including in key markets such as South Africa, Kenya, Morocco and Ivory Coast. For merchants looking to expand into Latin America, Cross Switch also offers Argentina, Brazil, Mexico and Chile — with new countries, both in Africa and in other emerging markets, to be announced very soon!

“This is a vital step in expanding our network and strengthening our presence across the continent,” said Mark Chirnside, CEO of Africa, Cross Switch. “By enabling local merchants with multiple payment options, we’re empowering African businesses with the tools to reach broader markets and unlock growth opportunities.”

By enabling local merchants with multiple payment options, we’re empowering African businesses with the tools to reach broader markets and unlock growth opportunities

Cross Switch now enables South African businesses to confidently target rapid expansion and deeper market penetration through frictionless access to local and international payment methods via its flexible API (CS+). The single API empowers merchants to accept payments across Africa and LATAM, and accept the local payment methods.

Cross Switch’s immediate future in South Africa involves accelerating merchant onboarding. Contracts already signed represent a client base exceeding 1,000 merchants in South Africa. To complement over 1,000 merchants already using CS+ on the Continent.

Securing this licensing is a significant step forward in the Cross Switch journey. The company strives to realise its vision of delivering modern payment solutions that meet the varied needs of merchants and non-profits. The company’s highly flexible payment platform drives financial inclusion and business scalability.

The company is also committed to expanding rapidly, enhancing its payment methods, and integrating advanced reconciliation engines — all underpinned by rigorous fraud prevention and risk management systems.

“Investing in South Africa is a strategic priority for Cross Switch,” said Tim Davis, Group CEO of Cross Switch. “We’re resourcing up locally to ensure we’re ready to meet growing demand, and this licence and certification enable us to deliver world-class payment services that are both agile and scalable.”

Cross Switch invites businesses interested in exploring robust and flexible payment solutions to connect directly at https://apo-opa.co/4jrGOrw to learn how its tailored offerings can support and amplify their operational ambitions.

Distributed by APO Group on behalf of Cross Switch

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