Why restoring confidence in Nigeria’s schools should be a shared responsibility – Momoh

Nigeria’s challenges in access, completion and quality of secondary school education has necessitated the need for stakeholders to help in bridging the widening gap between the government and society, John Momoh, chief executive officer of Channels Media Group and Trustee of BAOSA, has said.

Momoh said that rebuilding confidence in Nigeria’s secondary education requires a genuine social compact between government, educators, parents, alumni, and the private sector.

Speaking on the topic ‘Bridging the Gap – Restoring Trust Between Schools, Government and Society at the BAOSA 170th Anniversary lecture, Baptist Academy in Lagos, Momoh said that tackling these challenges will be possible when all stakeholders work in concert to reclaim the purpose and prestige of learning.

According to him, Nigeria need to restore the dignity of the teaching profession, as no reform will succeed if teachers remain undervalued and underpaid.

‘We cannot continue to demand excellence from classrooms where morale is broken and salaries are uncertain. We need deliberate investment in teacher training, incentives for rural service, and continuous professional development that rewards merit and integrity,’ he said.

Momoh said that there is a need to hold institutions accountable, not with hostility, but with patriotic engagement, adding that Alumni networks like BAOSA can play a bridging role, working with Ministries of Education, SUBEBs, and local school boards to track performance, mentor students, and monitor outcomes.

‘We must remember that education is the truest form of nation-building. Every classroom rebuilt, every teacher trained, every student mentored is an act of national renewal. Our nation’s moral compass and future prosperity depend on the kind of citizens our schools produce’.

He further said that as Baptist Academy celebrates 170 years, both old and future students need to know that the founders of the school built it on faith, discipline, and excellence – not because resources were abundant, but because conviction was strong.

‘Today, our calling is to rekindle that same conviction to make our schools once again temples of learning, truth, and transformation,’ he added.

Olumide Ajomale, president of Baptist Academy Old Students Association (BAOSA), earlier in his welcome address, said that the event presented an opportunity for the old students to stand together in gratitude, reflection and renewed commitment as they celebrate an institution whose light has shone brightly since October 24, 1855.

He said that as the institution marks its 170 years of truth and excellence, there is a need for old students to renew their collective resolve to uphold the ideals upon which the institution was founded.

On his part, Kesington Adebutu, chairman of the Board of Trustees of BAOSA, said that the transformative power of education that old students received from Baptist Academy not only moulded their character, sharpened their intellect, but it also prepared them for leadership in their various professions, communities and the nation.

Adebutu, who announced a 50 million naira donation as part of the old students’ move to kick start the physical and technological infrastructures development of their Alma mater.

According to him, the funds are about giving the students of today and tomorrow the tools, the environment, and the confidence to excel in the competitive world.

‘I call on every post-student, across generations, across professions, and across the world, to contribute financially, morally, and your professional expertise to this new initiative,’ he added.

UN Tourism applauds Lagos for hosting Africa’s first-ever E1 race

Zurab Pololikashvili, Secretary-General, UN Tourism, has commended the Lagos State Government for positioning the city among the world’s elite destinations to host the E1 Series, the world’s first electric powerboat championship.

The landmark event, which was held from October 3-5, 2025, at the Black Diamond Hotel on Victoria Island, brought together E1 sports teams, business leaders, state officials, and global sporting icons for a thrilling weekend that marked the series’ debut on African waters.

Speaking on the sidelines of the event, Pololikashvili expressed pride in Africa’s growing presence on the global sports stage. ‘I am beyond proud to see Lagos and Nigeria host this historic event. From its announcement in Monaco earlier this year to witnessing it come to life here in Lagos is truly remarkable,’ he said.

He joined Babajide Sanwo-Olu, governor of Lagos State and Didier Drogba, a sporting legend, at the event, praising the city’s strategic step in using sport as a vehicle to promote tourism and innovation.

‘This is a major milestone for Lagos and for Africa; a step forward in advancing marine innovation and unlocking tourism opportunities through global sport,’ he added.

Hannatu Musawa, Minister of Culture, Tourism, and Creative Economy, echoed Pololikashvili’s sentiment, underscoring the event’s role in elevating the nation’s profile on the global tourism map.

‘We have witnessed history unfold here in Lagos. The E1 Electric Powerboat Race not only marks Africa’s debut on this remarkable platform but also signals Nigeria’s readiness to lead in sustainable tourism, innovation, and the blue economy. Under the Renewed Hope Agenda of President Bola Ahmed Tinubu, we are demonstrating how sport can ignite global attention, investment, and pride in our creative and tourism sectors,’ she said.

The UN Tourism chief also paid tribute to Alejandro Agag, founder and chairman of the E1 Series, for his vision and commitment to Africa. He highlighted Agag’s understanding of how sport and tourism can work hand in hand to create economic opportunities and inspire sustainable growth.

Earlier this year, UN Tourism signed a Memorandum of Understanding (MoU) with the E1 Series in Monaco, recognised as a global hub for sustainable marine mobility. The partnership underscores their shared commitment to promoting clean marine transport technologies and fostering sustainable sports tourism development worldwide.

Harnessing women potentials key to Africa’s global competitiveness

Yinka Adebayo, the chairman of The Peak Performer Festival (TPP Fest) 2025, says women on the continent hold the key to Africa’s global competitiveness, if harnessed properly.

‘Africa’s competitiveness in the global marketplace depends on how effectively we harness the intelligence, creativity, and resilience of our women,’ Adebayo said in a statement ahead of the TPP Fest 2025, scheduled for November 17 in Lagos.

According to him, women are strategically important in the economic evolution of Africa. ‘The women in leadership dinner provide a vital platform to connect corporate, civic, and creative powerhouses who are shaping the continent’s next phase of inclusive growth.’

The dinner, which will be held during TPP Fest 2025, will convene women leaders across Africa to redefine the intersection of power, creativity, and purpose-driven leadership.

Themed, ‘No More Shrinking – How Women Can Unleash Untapped Creativity and Market Growth with 21st-Century Intelligence.’

Headlining the dinner would be Olubukola Abdulrazaq, the first lady of Kwara State; Hadiza Bala Usman, former MD of Nigerian Ports Authority (NPA), and Olatowun Candide-Johnson, a corporate leader.

‘No more shrinking is not just a slogan; it is a rallying cry for women who are ready to rise beyond fear, reclaim their power, and lead intelligently,’ Abiola Salami, convener, TPP Fest and founder, The Peak Performer Africa, stated.

Salami expressed his optimism that when women lead boldly, creativity expands, markets grow, and nations move forward; added that each of the headliner brings a distinct dimension of feminine excellence to the conversation.

‘Together, they represent the powerful blend of strategy, creativity, governance, and global influence that defines the next era of African female leadership,’ Salami stated.

The dinner will also unveil insights from Salami’s forthcoming book, ‘No More Shrinking: A Powerful Story for Women Who Are Done Playing Small.’ According to him, the women in leadership dinner was designed as a high-impact experience that blends storytelling, strategy, and sisterhood.

It is part of the larger TPP Fest 2025, a two-day festival celebrating peak performance, leadership excellence, and innovation across Africa.

The festival’s four flagship events include The CEO Forum – Taming the Invisible Toll of Leadership Expectations (TITLE); The Women in Leadership Dinner – No More Shrinking; The Emerging Leaders’ Summit – Grow, Rise, Innovate, Thrive (GRIT), and The Peak Performer awards gala, which recognizes Africa’s exemplary leaders across sectors.

Boost for Nigerians’ entertainment lifestyle as Sony unveils ULT Power Sound appliances

Electronics and home appliances manufacturer, Sony, has unveiled its latest ULT Power Sound series as part of its move to offer Nigerians a revolutionary option in home and outdoor entertainment.

According to the company, the new Power Sound series builds on Sony’s 2024 debut of the ULT Power Sound series in Nigeria, which broadened its high-power portable audio footprint.

Speaking at the official unveiling in Lagos, Jobin Joejoe, managing director of Sony Middle East and Africa, said that with the ULT Tower 9, ULT Field 5 and ULT Field 3, the company is delivering sound experiences that match the vibrant and powerful spirit of Nigerians

He said Sony is bringing that same immersive sound into compact, lifestyle-ready designs with the new party speakers, which include the ULT Tower 9, ULT Field 5, ULT Field 3 and ULTMIC1.

Designed for personal, home, and on-the-go listening, the lineup combines festival-level bass, portability, and smart connectivity to match Nigeria’s energetic lifestyle.

Joejeo said that Nigeria’s Independence Day is a moment of pride, unity and celebration, and Sony as a brand could not think of a better occasion to introduce the new additions to the ULT Power Sound series.

‘Music is at the heart of Nigerian culture, and at Sony, we are committed to bringing innovations that not only elevate entertainment but also connect deeply with the lifestyles of our customers here in Nigeria,’ Joejoe said.

Arafat Syed, senior manager, Personal Entertainment at Sony Middle East and Africa, said that ULT Tower 9 has karaoke and guitar inputs plus a TV Sound Booster for an enhanced audio-visual experience with movies and concerts.

‘More than just play music, the ULT Tower 9 transforms your space into a full-on party experience. The 360°Party Lights create a synchronised lighting display that lets you link up to 100 compatible speakers, syncing both music and lighting seamlessly, filling any location with the ultimate party atmosphere’

Syed said the ULT Field 5 comes in off-White and Black, adding that its 360° party lights are also added to the ULT Field 5 to bring customers’ parties to life, as well as other convenient features such as party connect, multipoint connection, Bluetooth fast pair and a USB charging port.

He further said that the ULT Field 3 is compact yet delivers a powerful, enhanced bass at the push of the ULT button, adding that waterproof and dustproof features make it ready for poolside, parks, and outdoor adventures.

‘The shoulder straps offer multiple carrying options; let it hang by your side or position it perfectly to project sound wherever you need it. This makes it ideal for adventures on your bike, skateboard or on foot,’ he added.

Also on display at the launch were the ULTMIC1, which enhances a solo performance or a duet with a friend with an incredible sound every time.

Designed to pair seamlessly with the series speakers, these wireless microphones instantly connect two great-sounding wireless mics by inserting dongles into the mic port, delivering exceptional vocal clarity.

The launch drew influencers, top media houses, lifestyle and tech bloggers, as well as industry partners for live demonstrations, curated listening sessions and a chance to win exclusive giveaways.

Special guests and influencers in attendance, such as Jayonair, Sheggz, Meshkiey, Munachiabi, Pretty Precious, Oluwaseunayo, Tomiwa Jonathan, Mmesoma, Legendary Ben, and Victoria King, added star power to the event. Their presence further amplified the evening’s excitement, with many sharing live updates and behind-the-scenes moments with their followers across social media, sparking online buzz around the product launch.

Adding a fun twist to the evening, attendees participated in a karaoke and quiz, where business partners had the opportunity to showcase their talents and compete for exciting prizes. The winners were announced with much fanfare, adding to the event’s energy.

Restarting the SIM as fire welcomes Fubara back to office

Those whose mobile telephony lines get suspended or lost look forward to a ‘welcome back’. That way, they get the Subscriber Identity Module (SIM) back.

Many think Rivers State got their SIM card suspended. Now it is back. This illustration seems to help understand the return of Gov Sim Fubara to power. This return has however been welcomed with a big fire disaster at the heart of the public service, the famous Diete Spiff secretariat.

The state was shocked to find that a floor was ablaze at the Podium complex. The entire floor was reduced to rubbles and charred pieces.

Speculations erupted with many saying it came after the governor had threatened to look into corruption of permanent secretaries in the six months of emergency rule.

Incidentally, the political class has been seen as Fubara’s major problem area. Instead, it has been the public service, expected to be the most welcoming to one of theirs. Fubara was a career civil servant who rose through the ranks to become the Accountant-General of the state and then governor.

When he climbed to power, he seemed to take workers matters with higher sense of priority. He approved flat bonus of N100,000 Christmas bonus to every worker. He cleared pensions and began promotions.

Now, when his problem began, rumours were rife that some permanent secretaries appeared to work with a group that never wanted him back.

A lawyer and political analyst in the state said: ‘One of your own rose to become the Governor of a powerful state like Rivers. Upon assumption, he did everything possible to make your working experience the best, and most memorable time ever in service.

‘Along the line, an unexpected political crisis ensued; a crisis in which at its core, was the issue of your own welfare as civil servants and as ordinary Rivers citizens.

‘Soon as the Governor got suspended, boom, you snitched. The true evil nature in you guys showed forth.

‘Permanent secretaries who were promoted by the Governor; some even got undue promotion to become permanent secretaries due to the Governor’s benevolence.

‘You connived with the SOLAD, signed off Rivers State funds illegally. You directed the SOLAD on ways to siphon our common patrimony. Yet you didn’t end there. You went further.

‘Evil permanent secretaries contributed money, sent emissaries to Aso-Rock Villa to lobby for the extension of the State of Emergency, so that the Governor would not return. When that failed, the Governor returned.

‘But as soon as the Governor muttered that he is aware of who did what and how, and that in due course, everyone would answer for their actions-boom again, you ran and went to burn part of the state secretariat in an attempt to conceal evidence of your crime.’

This narrative seems to permeate the state’s layers of citizens, whether true or not.

The politicians are however quiet because they seemed highly occupied with how to share the spoils of war. Meetings have been going on almost every night, with some reported and others not open.

Every camp that played a role in one way or the other seems eager to get a piece of reward. The groups that fought against the governor for the sake of the FCT minister are said to expect much, while those that fought for Fubara also think they deserved some piece of the cake.

The Nyesom Wike camp is said to want every position but Gov Fubara is said to be making a cse for few of his innermost allies such as the chief of staff and the ‘speaker’ of his own camp in the state’s House of Assembly.

The Wike camp has also toned down from the stance exhibited by the approved Speaker who resumed with orders to Gov Fubara to submit one thing or the other.

Now, everybody seems to wait for Gov Fubara to do things when its convenient to his, such as submission of the list of commissioners and other appointees as well as resubmitting the budget for their review.

Fubara is expected to begin pronouncements soon as the nocturnal meetings were over.

NDPHC hails Tinubu for approval of N4trn legacy debt defrayment

Jennifer Adighije, the managing director of the Niger Delta Power Holding Company (NDPHC), has commended President Bola Ahmed Tinubu for his administration’s commitment to revamping Nigeria’s power sector, following his recent approval of the defrayment of the ?4 trillion legacy debts owed to generation companies (GenCos).

Recall that in July 2025, President Tinubu met with chief executives of all power generation companies, where he emphasised the need for patience from GenCos and financial institutions. The President had also disclosed that government agencies were engaging audit and legal firms to scrutinise the ?4.7 trillion claims.

Speaking at this year’s National Association of Energy Correspondents (NAEC) Energy Conference in Lagos, Adighije described the President’s approval as a landmark decision that would go a long way in restoring the financial health of the sector.

‘With the funds available, we at NDPHC – given our unique mandate as the government’s intervention entity in the power sector – plan to deploy a significant portion of these recovered funds toward converting our power plants from open-cycle to combined-cycle operations,’ she said.

‘This will not only enhance efficiency but also diversify our generation mix, aligning with Nigeria’s Energy Transition Plan,’ she added.

Adighije further noted that the power sector is currently undergoing a major transition, moving towards bilateral trading and the implementation of a cost-reflective tariff regime.

‘What this means for us is that we are beginning to see increased liquidity within the sector, which in turn is making it more bankable and attractive for investment,’ she explained.

‘For us in the power generation space, we understand that cash flow drives efficiency and sustainability. Improved liquidity ensures that generation companies are better positioned to reinvest in the power sector,’ Adighije said.

She reaffirmed NDPHC’s commitment to supporting ongoing reforms in the sector and called for sustained collaboration among all stakeholders to ensure energy security and economic growth.

Meanwhile, the association confers on the company, Power company of the year Award.

Fashola, Bonuola, media veterans, scholars celebrate Hakeem Bello at 60

Babatunde Raji Fashola, immediate past Minister of Works and Housing and media veterans, Lade Bonuola, Eniola Bello, Taiwo Obe as well as prominent scholars and professors, Tunde Akanni, Abdul-Rasheed Na’Allah, Wumi Raji, and Akin Adesokan were among the personalities who have celebrated Hakeem Babatunde Bello, former editor, Daily Times and Fellow of the Nigerian Guild of Editors (NGE), as he turns 60 recently. Bello, who also served as Special Adviser, Media and Communications to Fashola both as governor of Lagos State and minister of Works and Housing, was the toast of the personalities as well as colleagues, family and friends who voiced their tribute to him in ‘The Àtàndá Anthology’- a rich compendium of tributes, reflections, and essays published in his honour. In his foreword to the book, Fashola, who described Bello as a ‘selfless patriot and a man whose sacrifices defined loyalty and service’, explained, ‘He resigned his own job to help me start what was then an uncertain political career. Since then, he has made my career his own for two decades and more. This work will explain what sacrifice looks like to those who still lack a definition.’ The former governor, who has worked with Bello for two decades, extolled his humility and deep faith, describing him as a man ‘of modest needs and content,’ and one who ‘takes parenting and family responsibilities as seriously as he takes his profession.’

‘Ultimately, this work is our modest way of celebrating our colleague, friend, brother and a man of many pleasant parts’, Fashola wrote, adding, ‘The anthology is more than a book; it is a monument to friendship, service, and integrity. This work will explain what sacrifice looks like to those who still lack a definition.’

Indeed, for a man who has spent decades shaping Nigeria’s public communication space with quiet diligence and integrity, Hakeem Babatunde Bello’s 60th birthday is not just a milestone; it is a celebration of legacy. That legacy finds its voice in ‘The Àtàndá Anthology: Words, Reflections, Images, Essays on Media and the Arts,’ a newly published collection of tributes, reflections, and academic essays dedicated to the journalist, public communicator, and family man. Published by Kraft Books Limited, the 324-page volume was edited by Barakah Temitope Bello, Wùnmíbáyô Lúpìtàn, and Stanley Ugagbe. After setting the tone for the anthology with the deeply personal foreword by Fashola, media veterans like: Lade Bonuola, Eniola Bello, Taiwo Obe, Tunde Olusunle, Lasisi Olagunju, Angela Agoawike and Adamson Momoh amongst others in their tributes, also shared their recollections of Bello with warmth and admiration with Bonuola describing Bello as the embodiment of discipline and humility.

Lade Bonuola, pioneer editorial director at The Guardian, praised Bello’s consistency and principles. ‘. I have interacted with him as my colleague, as an editor and a journalist as well as a public servant. I cannot remember one occasion l felt let down whether by his attitude or action,’ Bonuola stated.

To Eniola Bello, ThisDay’s managing director, it was a shared bond of brotherly love, which, according to him, stretching over four decades since their days at the University of Ilorin where they studied English together.

Recalling their shared years at the university, Eniola Bello, who wrote passionately about the bond of brotherly love between them, declared, ‘He and l have shared many things together in the last 40 years. We not only share the same surname, Bello, we both studied English at the Department of Modern European Languages, University of Ilorin, graduating the same year, 1988.’ Describing him as a leader and team player, Bello adds, ‘He had personal relationships with not a few of our lecturers, having proved himself a leader and team player,’ he wrote.

Also, in his affectionate tribute, Taiwo Obe, founder of The Journalism Clinic, veteran journalist and mentor, recalled Bello’s consistency as ‘a human being of exceptional goodness and patience.’

From the newsroom to the lecture hall, the tributes form a chorus of admiration for a man whose name evokes humility, discipline, and truth.

Tunde Olusunle, a professor, poet, scholar, and Fellow of the Association of Nigerian Authors, reminisced about their early creative years in the University of Ilorin’s Creative Writers’ Club and Ajon Players Drama Troupe.

‘Hakeem was a superb and brilliant mind, respected for his sharp intellect, high morality, and quiet confidence,’ he wrote. Abdul-Rasheed Na’Allah, a professor and immediate past vice-chancellor, University of Abuja, described Bello as ‘a distinguished scholar even in his undergraduate days.’ ‘He wrote his final thesis on Wole Soyinka and earned the top grade from Professor Niyi Osundare,’ Na’Allah recalled. ‘He was a friend to everyone, kind, calm, and intellectually gifted.’

Other colleagues, including: Akin Adesokan and Wumi Raji, who are both professors, highlighted Bello’s rare blend of intelligence and grace.

‘He stood apart for his quiet brilliance and conviction,’ Raji noted. ‘He is proof that humility and intellect can thrive in one man.’

Beyond the professional tributes, The Àtàndá Anthology captures the warmth of family – the love that shapes Bello’s private world.

Habeebat Bello, his wife, described him as ‘a responsible husband who never complains but always finds solutions.’

‘He is a man of faith who leads with kindness,’ she said. ‘He never sees any distance too far to visit our children in school.’ Their children, Barakah, Kareemah, Raheemah, and Mubarak, added their voices with touching honesty. ‘He is a role model not because he tries to be one, but because it is simply who he is,’ said Raheemah. ‘He sacrificed so much to give us the life he didn’t have,’ added Kareemah. ‘He is a man of integrity who always reminds us that honesty is better than comfort,’ Mubarak shared. From his siblings and extended family came equally heartfelt words. Otitoloju Abiola called him ‘a first love, best friend, and protector,’ while Muinat Bello, deputy director at NUPRC, hailed him as ‘a compassionate and inspiring guru in journalism.’

Mopelola Omoegun, vice chancellor, Monarch University and his in-law, described him as ‘a man who carries responsibilities with grace, unassuming but dependable.’

The second half of The Àtàndá Anthology transitions from personal recollections to intellect, turning from tributes to essays that deepen the book’s relevance as a scholarly resource. One standout paper, ‘Fake News, Cyberbullying, and Hate Speech: What Is It and How Do We Deal with It?’ by Mr. Chukwudi Enebeli, SAN, explores the challenges of today’s digital media space and the urgent need for responsible communication. ‘Freedom of expression must not be weaponised,’ he cautions. ‘The new media environment demands balance, laws guided by ethics, and expression guided by empathy.’

His essay has earned praise for providing both a legal and moral framework for confronting online misinformation, a theme that resonates deeply with Bello’s own ideals of ethical journalism. Other notable essays include: ‘Television as a Cultural Force: Evolution and Social Impact in Nigeria’ by Nwani Chidi Joseph, exploring how television shapes social consciousness.

‘Representation of Women and Minorities in Contemporary Media,’ by Akumadu Lucy Obiageri, which advocates inclusion and fairness in media narratives. ‘Social Media and the Rise of Citizen Journalism,’ by Stanley Ugagbe, analysing how the smartphone era empowers the public and challenges professionals. ‘The Ethics of Data Collection and Privacy in Digital Media,’ by Ola Olusegun Anthony, calling for a rights-based approach to digital privacy.

Each essay, the editors note, reflects Bello’s lifelong commitment to truth, education, and the human side of communication.

‘Our father believes knowledge must serve people,’ said Barakah Temitope Bello. ‘That belief guided our choice of essays and contributors. The book had to reflect his values: clarity, fairness, and service.’

Ultimately, ‘The Àtàndá Anthology,’ is more than a birthday keepsake. It is a living record of influence, a collection that shows how quiet service, done faithfully, can touch countless lives. Its title, Àtàndá, meaning ‘one who spreads light’ in Yoruba, perfectly captures the spirit of the man it honours: a communicator who uses his words to enlighten, not to divide; to build, not to boast.

‘This book is our modest way of sharing his light with others,’ said co-editor Wùnmíbáyô Lúpìtàn.

‘It reminds us that humility and intellect are still virtues worth celebrating.’

As one of his protégés summed it up so simply: ‘If journalism is a calling, then Hakeem Bello has answered it with grace, purpose, and quiet distinction.’

Beautifully woven with heartfelt tributes and insightful essays, The Àtàndá Anthology does more than honour a man; it invites us to reflect on journalism, ethics, and leadership in our time. In celebrating Hakeem Bello at 60, it celebrates the timeless values he embodies: truth, service, and the steady light of a life devoted to others.

Customer service: How data, AI are improving experience

Customer service was once seen as a reactive support function – a place consumers turned to when things went wrong. But in today’s digital-first economy, that definition is evolving. Businesses are no longer competing only on their products or prices. They are competing on how they make consumers feel. This experience is being shaped by data and artificial intelligence (AI).

Traditionally, customer service meant responding to complaints, answering calls or resolving issues after they occurred. But in a hyperconnected world, consumers expect organisations to anticipate their needs – not react to them.

Thanks to AI and advanced analytics, that expectation is becoming a reality. Predictive systems can now analyse patterns in customer behaviour and alert businesses to potential issues before they arise. Take the banking sector, for example. Several Kenyan institutions now use AI-driven analytics to detect unusual transactions in real-time, automatically notifying customer and initiating verification steps. This not only prevents fraud but builds trust and loyalty through proactive engagement.

By shifting from reactive to predictive service, businesses are transforming their support functions into engines of customer satisfaction and retention.

Data: The foundation of better experiences

Every customer interaction – whether it’s a mobile transaction, an online purchase or a social media comment – generates valuable data. When aggregated and analysed effectively, this data offers deep insights into customer behaviour and preferences.

Organisations that integrate their Customer Relationship Management (CRM), Enterprise Resource Planning (ERP) and digital platforms can create a 360-degree view of their customers. This enables tailored communication, personalised offers and services that feel intuitive and relevant.

For instance, a retail company can recommend products based on browsing history, while an insurance firm can adjust coverage suggestions based on lifestyle data. Across sectors, the common thread is clear; data turns information into understanding – and understanding into better experiences.

However, this power comes with responsibility. Customers are increasingly sensitive about how their data is being used. Transparency, consent and compliance with data protection laws must remain central to every organisation’s digital strategy.

AI: The experience accelerator

If data lays the foundation, AI acts as the accelerator. Technologies like machine learning and natural language processing are helping businesses automate routine interactions while preserving a human touch.

Chatbots, for example, can instantly handle simple service requests – from resetting passwords to tracking deliveries – while human agents focus on complex or emotionally sensitive issues. Some AI systems can even detect frustration or urgency in a customer’s tone and prioritise escalation.

The result isn’t a replacement for human service, but an enhancement of it. The best experiences blend the efficiency of automation with the empathy of human understanding.

The East African opportunity

In East Africa, adoption of AI and data analytics is gaining momentum across sectors such as banking, retail and telecommunications. Kenya, in particular, has made significant strides, driven by its mobile-first economy and culture of digital innovation.

Yet many organisations still grapple with fragmented systems and data silos. Customers may interact with different departments – from call centres to mobile apps, without those systems sharing information. This fragmentation leads to inconsistent experiences.

The opportunity lies in integration. Businesses that unify their data and systems can offer connected, multichannel experiences that feel seamless to customers, regardless of how or where they engage.

Humanity remains the differentiator

Even as AI becomes more capable, empathy remains the cornerstone of a great customer experience. The most successful organisations are those that use technology to empower people – not replace them.

Customers may appreciate automation, but they value authenticity. They remember when a company listens, understands and acts with care. When data and AI are used thoughtfully, they make those human moments possible more often, and at greater scale.

Twist in StanChart retirees’ pension saga as law firm sues for service costs

A group of retired Standard Chartered Bank of Kenya (SCBK) employees, locked in a multi-billion-shilling pension dispute with the lender are facing a new hurdle after the law firm that represented them at the initial stages of the dispute moved to court, seeking to enforce a pay deal they signed in 2005.

In an application to be heard later next week, Oseko and Ouma Advocates LLP is seeking to enforce the retainer agreement signed by the 629 former employees signed with the law firm on August 12, 2005 regarding the fees to be paid.

Kestrel Capital founder Charles Field-Marsham is passing the baton to Kenyan owners

Charles Field-Marsham, the taekwondo black belt holder, has just delivered a spinning back kick – figuratively speaking.

The top finishing move sees him handover a 30-year stock brokerage, founded in the depths of Kenya’s political and economic turmoil, to a new group of local investors.