Airtel Africa has reiterated its commitment to delivering unmatched experience to its 183.5 million customers through continuous investment in its network, advanced technologies and strategic partnerships to further expand its coverage and capacity to drive digital and financial inclusion on the continent. Airtel Africa’s CEO, Sunil Taldar, who gave the commitment in a statement, said:…
Airtel Africa has reaffirmed its commitment to improving customer experience through continued investment in its network, advanced technologies and strategic partnerships aimed at expanding coverage and capacity across its 14 markets. The telecommunications group, which serves 183.5 million customers, said the investments are intended to strengthen connectivity and support greater digital and financial inclusion across…
Nairobi — Nairobi-based advertising technology firm Suss Ads is expanding beyond advertising technology into enterprise customer-experience software, betting on artificial intelligence to help businesses manage growing volumes of customer conversations across digital platforms. The company has launched Suss CX, an AI-powered customer-experience platform that brings conversations from WhatsApp, Telegram, Facebook Messenger and Instagram into a…
The author, Backspace Technologies COO Graeme Thomson The telecommunications industry is known for being slow and transactional, with larger players setting the terms in a cold, utility-driven relationship. However, as organisations of all sizes will attest, scaling requires moving beyond a vendor just “selling the plumbing”, so to speak. Growth and scale depend on organisations…
The Courier Guy, a leading South African courier, has been at the forefront of local delivery services for more than 25 years. Given the nature of the business and shifting user behaviours, gaining a single view of customer communications became crucial for the company. By partnering with Telviva, The Courier Guy has been able to…
Hungry Lion says it uses cryptographic techniques and access control mechanisms. (Photograph: Hungry Lion) Hungry Lion customer credentials appear to have been exposed for around nine months, with cyber security researchers identifying compromised accounts linked to the fast-food chain’s online customer portals. GalaxyWarden, pen-tester Brandon Audeh’s website, recently posted that Hungry Lion had been hit…
Speaking at CEM Africa 2026, Rahul Jain, CEO and co-founder of Peach Payments, said bringing in AI but doing it poorly will only make the customer experience worse. In 2026, artificial intelligence (AI) agents are changing the customer experience game. This was the word from Luke Duffell, director of customer service automation and solution engineering…
South African consumers use AI for everyday problem-solving, including product research and price comparison. (Image source: iStock) As local consumers contend with the tough economic climate, they are increasingly prioritising artificial intelligence (AI) search as the first port of call for their shopping needs. This is one of the findings in the 2026 South African…
The most dangerous customer isn’t the one who complains. It’s the one who has stopped bothering. Over the last two columns I followed a single failure from cause to consequence: selling products before they are built, and the technical debt that leaves behind. This is where the bill finally gets paid. Not by the vendor….
Mobile customer engagement is undergoing its most significant shift since the rise of smartphones. For years, businesses relied on SMS, e-mail and call centres to manage customer interactions. Then came apps, mobile websites and push notifications – each adding value, but also complexity. Today a new frontier is emerging, driven not by new devices but…
