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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.

Business

Canada–Africa Financing Forum to Convene Investors and Decision-Makers in Cape Town – May 14, 2026

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Ateau Zola

This timely Forum comes on the heels of commitments announced by Canadian Prime Minister Mark Carney, deepening Canada–Africa commercial ties and expanding investment partnerships

TORONTO, Canada, April 29, 2026/APO Group/ –The Canada–Africa Chamber of Business (https://CanadaAfrica.ca) will convene investors, financiers, policymakers, and industry leaders in Cape Town on May 14, 2026 for the Canada–Africa Financing Forum—a high-level platform focused on unlocking capital and accelerating deal flow across African markets.

Registration is open (http://apo-opa.co/4vZN6oV)

This timely Forum comes on the heels of commitments announced by Canadian Prime Minister Mark Carney, deepening Canada–Africa commercial ties and expanding investment partnerships. The program connects leaders from venture capital, private equity, and institutional investors to examine where capital is moving—and where the next opportunities lie—supported by Canadian project partners with proven capacity to deliver on-the-ground.

Delegates will engage directly with finance and investment decision-makers, following the program opening, featuring messages from President Cyril Ramaphosa and Prime Minister Mark Carney, in addition to high-level Ministerial representation.

This Forum is about capital deployment, not just conversation

“This Forum is about capital deployment, not just conversation,” said Garreth Bloor, President of the Canada–Africa Chamber of Business. “We are convening investors, institutions, and project leaders who are actively shaping transactions across Africa—and connecting them directly with Canadian partners who are ready to work together.”

The Canada–Africa Financing Forum reflects the Chamber’s role as a privately financed, market-led platform advancing Canada-Africa trade and investment through world-class networking and information-sharing events.

Why Attend

  • Direct access to active dealmakers and capital allocators
  • Insights into where capital is being deployed and key players delivering major projects
  • Opportunities to build partnerships across Canada and African markets
  • Participation in a curated, high-level environment focused on execution

Secure Your Place

Space is limited and demand is strong.

Apply to secure your place (http://apo-opa.co/4vXb9oz)

Read More and View the Program (http://apo-opa.co/4vZN6oV)

Distributed by APO Group on behalf of The Canada-Africa Chamber of Business.

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Business

ORUN and 1xBET Partner to Support a Dynamic Creative Africa

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MIR Holding

During the MASA 2026 edition, held from April 11 to 18, 2026, ORUN and 1xBET implemented the We Champion Talent program, an initiative aimed at promoting African talent and advancing the development of Cultural and Creative Industries (CCIs)

ABIDJAN, Ivory Coast, April 28, 2026/APO Group/ –As part of the Innovation Village co-organized with MASA at the Palais de la Culture in Abidjan from April 14 to 18, ORUN (https://ORUN.Africa) announces the rollout of its partnership with 1xBET to support a creative Africa that is structuring itself, professionalizing, and scaling across the continent.

We aim to demonstrate that it is possible to support African talent, narratives, and creative ecosystems over the long term, with ambition and consistency

Designed as a space of convergence between heritage, innovation, and knowledge transmission, the Innovation Village features scenography crafted by Ivorian artisans, a program of panels and masterclasses on creative industries, an immersive experience produced by Orun Studios, and a major institutional highlight on April 17. Its narrative platform is built around three pillars: memory, structure, and transmission. The initiative aims to position cultural and creative industries as an economic driver for the continent.

“The Innovation Village was conceived as an act of construction. By partnering with organizations such as 1xBET, we aim to demonstrate that it is possible to support African talent, narratives, and creative ecosystems over the long term, with ambition and consistency,” said Habyba Thiero, CEO of Africa Currency Network and President of ORUN.

This vision aligns with ORUN’s broader ambition to produce, structure, and internationalize African creative industries through events, content, and strategic partnerships.

Distributed by APO Group on behalf of ORUN, part of African Currency Network (ACN).

 

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MIR Holding Reaffirms Its Commitment to African Creative Industries Alongside ORUN at Marché des Arts du Spectacle Africain d’Abidjan (MASA) 2026

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MIR Holding

More than event support, this partnership reflects a commitment to backing platforms capable of structuring value chains, increasing the visibility of talent, and fostering the emergence of strong African creative infrastructures

ABIDJAN, Ivory Coast, April 28, 2026/APO Group/ –On the occasion of MASA 2026, held from April 11 to 18 in Abidjan, MIR Holding (https://MIRHolding.odoo.com) reaffirmed its commitment to supporting the growth of African creative industries by partnering with ORUN as part of the Innovation Village, hosted at the Palais de la Culture in Abidjan. This presence reflects a clear intention to support the scaling of cultural and creative industries so they can fully contribute to job creation and value generation across the continent.

 

Co-organized by ORUN and MASA, the Innovation Village brought together over several days scenography designed by Ivorian artisans, a program of panels and masterclasses dedicated to creative industries, an immersive experience produced by Orun Studios, and a key institutional highlight on April 17.

At MIR Holding, we believe that Africa’s future will also be shaped by its ability to structure its narratives, its talent, and its creative value chains

Built around three pillars — memory, structure, and transmission — the initiative carried a renewed ambition for culture: positioning it as a concrete lever for economic structuring and African projection.

By supporting this initiative, MIR Holding aligns with a broader dynamic aimed at strengthening connections between creation, entrepreneurship, content, youth, and growth ecosystems. More than event support, this partnership reflects a commitment to backing platforms capable of structuring value chains, increasing the visibility of talent, and fostering the emergence of strong African creative infrastructures. MIR Holding stands among the main partners of the Village, alongside Africa Currency Network and other stakeholders engaged in this vision.

“With ORUN, we are not only seeking to make culture visible. We aim to help provide it with a framework, a reach, and a trajectory. What is at stake here is the continent’s ability to better transform its creative energy into sustainable value, real opportunities, and influence,” said Habyba Thiero, CEO of Africa Currency Network and President of ORUN.

Mouhamed Dieng, President of MIR Holding, added: “Supporting Africa’s creative industries is not about backing a secondary sector. It is about investing in one of the continent’s most powerful spaces for storytelling, youth, innovation, and competitiveness. At MIR Holding, we believe that Africa’s future will also be shaped by its ability to structure its narratives, its talent, and its creative value chains.”

Distributed by APO Group on behalf of MIR Holding.

 

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