Digital transformation across Nigeria and Africa must focus on customer-centric platforms to build sustainability, robustness, and resilience. Dr Juliet Ehimuan, the Founder and CEO of Beyond Limits Africa, made it known while speaking at the October 2024 Nigeria-South Africa Chamber of Commerce breakfast meeting, which focused on Digital Transformation: Building Sustainable Platforms for the Future.
She noted that the user experience must be at the heart of digital platform development. Organisations should track their customers’ journeys, assess service delivery at various touchpoints, and improve the tools that will ensure efficiency.
The tech industry leader also believed businesses should consider scalability and how digital transformation can enable it. She pointed out that achieving scale would also require investments in infrastructure, applying suitable systems, and embedding cybersecurity to protect the digital ecosystem.
She said, “As we consider expanding our digital infrastructure, cybersecurity should be an integral part of the digital strategy. Also, there are considerations for implementing digital transformation, including a clear digital strategy, detailed process review, disciplined rollout, unequivocal leadership support, security and compliance.”
Dr. Ehimuan stressed the need for tech leaders to build capacity and deepen their knowledge of industry developments and the right digital and business transformation tools. She identified the technologies that will transform the global economy: artificial intelligence, biotechnology, quantum computing, the Internet of Things and smart cities, and renewable energy.
She noted that the future of Africa is digital, and there are cases of new technologies, like artificial intelligence, being deployed to unlock the growth and development of critical sectors like agriculture. She expressed her optimism that Africa could shape things through artificial intelligence and other emerging technologies. She raised concerns that African data sets have not been integrated into the machines, which is critical if the region is at the forefront of adopting new technologies.
The event featured a panel session discussing the theme and keynote presentation. Dr Usman Abdullahi, Head, IT Projects Clearance, NITDA; Mr Dumebi Obodo, MD/CEO Chams Limited; Mr Ayowola Popoola, Chief Information Security Officer, FCMB; and Mr Babalola Oyeleye, Chief Strategy & Innovation Officer, MTN Nigeria, were the discussants.
Babalola Oyeleye, Chief Strategy & Innovation Officer, MTN Nigeria, shared valuable insights into the role of artificial intelligence and data management in personalising customer experiences. He emphasised, “To effectively personalise services and products, connecting AI and data management is essential, enabling us to draw insights from data and make informed decisions. This approach allows us to tailor experiences that meet individual customer needs.”
Ayowole Popoola, Chief Information Security Officer, FCMB, remarked on the importance of integrating cybersecurity into digital transformation strategies from the very beginning, stating, “How organisations can ensure that cybersecurity is an integral part of their digital transformation strategies, rather than treating it as an afterthought” He stated that “To ensure cybersecurity is integral to digital transformation strategies, organisations must integrate security considerations from the outset, involving all stakeholders in the planning process.”
Dumebi Obodo, MD/CEO, ChamsSwitch Limited, added valuable insights on user-centred design, stressing that “The job is not complete if your customer service is called more often when developing new platforms.” This highlights the critical need for comprehensive user research to create intuitive and user-friendly platforms that reduce reliance on customer support and enhance user experience from the outset. He also suggested that organisations carry out annual audits on data issues.
Dr Usman Abdullahi, Head, Information Technology Projects Clearance, NITDA, reinforced on digital sustainability. He emphasised the critical role of stakeholders in creating sustainable and adaptable regulatory frameworks to support the digital ecosystem. Dr. Usman pointed out that consumer protection is paramount, noting, “User Protection is the key to a sustainable platform.” He advocated for regulations that are not only quality-driven and strategic but also accessible and inclusive to serve the global digital community effectively. He added that leaders should craft flexible regulations to accommodate evolving digital trends while safeguarding users’ interests.
They harped on data protection, stakeholder engagement, inclusivity, adaptability, aligning with global best practices, a user-friendly approach to tool development, routine data audits, and effective leadership and strategy in building digital platforms.
The key takeaway from the discussions is that digitisation is the new way of life. However, for it to be meaningful and impactful, any digitisation effort should ensure that leadership support is secured and to sustain such effort, attention should be paid to refined processes, stakeholder management, effective training, and change management.
PHILLIPS CONSULTING (PCL.) DIGITAL JURIST AWARD 2024
The second segment of the October edition of the Nigeria-South Africa Chamber of Commerce Breakfast Forum was the Phillips Consulting (PCL.) Digital Jurist Awards 2024 Digital Excellence.
The highly valued Phillips Consulting (PCL.) Digital Jurist Awards 2024, a live gathering that celebrated the remarkable achievements of organisations leading in digital transformation across various sectors in Nigeria. The event featured keynote speeches from esteemed leaders in the digital space, panel discussions on emerging trends, and an award ceremony honouring organisation that have exemplified innovation and excellence in digital transformation.
The Digital Jurist Awards assesses the digital touchpoints of organisations in various sectors. Over the last 17 years, ten sectors have been assessed, including organisations in Financial Services, Insurance, Telecommunication, Aviation, State Governments, and Government Parastatals.
Digital Jurist accurately gauges the effectiveness and usefulness of customer-facing websites and other digital platforms in Nigeria, taking into consideration the evolution of websites and the diversification of customer channels in the digital economy. The tool is constantly refreshed for effectiveness and relevance within the current contextual digital environment.
The pivotal moment of the day was the Awards presentation to outstanding organisations that have made significant strides in digital excellence.
Access Bank Plc was recognised for Best Digital and Best Website in the Commercial Bank sector, while Ecobank won Best Web Portal. Polaris Bank was awarded Best Mobile App, and Zenith Bank was honoured for Best Social Media.
For the FinTech sector, Interswitch Limited won Best Digital, and eTranzact International Limited was awarded Best Website. Paga secured the title for Best Web Portal, while Piggyvest excelled by winning Best Mobile App and Best Social Media.
In the Microfinance Bank sector, Moniepoint was recognised for Best Digital and Best Website, with Kuda Bank taking the award for Best Social Media.
Merchant Bank had FBN Quest Merchant Bank win Best Digital and Best Website, while Coronation Merchant Bank received the award for Best Social Media.
In the Telecoms sector, MTN Nigeria was awarded Best Digital, Best Website, and Best Social Media, while Airtel Nigeria won Best Mobile App.
For Government Parastatals, the Bank of Industry won Best Digital and Best Website awards, with the Central Bank of Nigeria recognised for Best Social Media.
Akwa Ibom won Best Digital, Best Website, and Best Social Media in the State government category.
For Insurance, Leadway Assurance was awarded Best Digital and Best Website, while AXA Mansard Insurance won Best Social Media.
Airpeace was recognised for Best Digital and Social Media in the Aviation sector, and Ibom Air won Best Website.
Finally, in the Betting sector, Bet9ja was awarded Best Digital and Best Social Media, while BetWinner took home the award for Best Website.
Jason Ikegwu, Partner Digital Technology Consulting, PCL., remarked that this year, the Digital Jurist Award has assessed digital touchpoints for 338 organisations and conducted assessments across ten sectors over the last 17 years. He explained that the Web Jurist rating has been rebranded as the Digital Jurist to incorporate newer digital touchpoints.
“The Digital Jurist is designed to accurately measure the effectiveness and usefulness of customer-facing websites and other digital touchpoints in Nigeria, reflecting the evolution of websites and the diversification of customer channels in the digital economy,” he stated. He further noted that the evaluation tool is continually updated to ensure its effectiveness and relevance within the current digital landscape before presenting the awards to the winners of the 2024 Digital Jurist Awards.
Olawanle Moronkeji, COO, PCL., added, that “It is imperative that we continue to foster collaboration across sectors to advance digital transformation initiatives. Together, we can build platforms that not only drive business success but also enhance the overall digital landscape.”
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