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Friday, September 15, 2017


Click here to view yesterday's discussions

Consumer experience: Practical Perspectives For Transforming Consumer Experience In Today’s Digital World.


Bayo Adekambi – Chief Transformation officer, MTN Nigeria.
Olu Akanimu – Executive Director, Retail Banking, FCMB
Aggery maposa – MD Kantar, Nigeria
Adewale Arikawe – Sale Director, Friesland Campina WAPCO
Olivier Nnonna – Principal Consultant, Profilant Resources


Digitization is a key player in the consumer experience.

We need to move from functional to creating real experience.


We struggle to put things together in Nigeria that are done seamlessly elsewhere.

No credit facility for ecommerce purchases.

Customers barely respond to new products in the market

More than 600 million youth in Africa are unemployed.

Most Products are designed from the designers’ perspective.

Logistics in ecommerce is still in an infant stage

65% of Nigerians are buying on eCommerce. This goes a long way to tell us that digitization has untapped opportunities that the 600 million Africa's  unemployed youth can tap into and create jobs for themselves.

We need to move from product thinking to product experience. To achieve this, we bring together the totality of all the touch points from when the customer orders for a product or service to when it’s actually delivered to the customer.

In other words, we can wire all the touch points together with digitization. This is called unified system which is key to customer experience.

Banks advertise more on newspapers. The first – five pages of major newspapers in the country are being engaged by banks, advertising all forms of digital products.

Only very few bank executives use their digital products from the customers’ end.  To make their products more real to customers, the banks should start by eating their own ‘dog food.’ It is one way of accelerating digitization in the financial services industry.  An executive that gets cash brought to his table without going to the ATM will never know how it feels to use the ATM.

New approach to analytics will help us in digitization. We must be analytical driven. The discipline of analytical will bridge the gap within the ecosystem. A new view to analytics will help us in this journey of disruption.

Banking is built on product organization. Most businesses are not organized around the customer. Apps, for instance, are designed from the mindset of the technical guys. We need to consider the customer that cannot afford huge megabytes. Being customer oriented is key.

You need information to win in the market place, and one major information is data, which is very crucial to get to where ever you want to get to. You can get massive data to build your market on control and sales model; it helps to control your market from afar.

For a seamless logistics in ecommerce, Convergent, alignment, partnership must work together.

We are innovative, even without resources. Our infrastructure is not perfect but good enough to go on.

Strategies should be put in place to drive sales in the field and convince customers.
When customers are not responding, we need to invest on customer education to unlock their cooperation. You need an army of people to tell prospects and customers how to us a product.

A product should be designed beyond its primary motive. We need to be creative in creating an additional value on products.

We should also think macro and not only micro.  Micro must be extrapolated with macro to get the best market information.

Banks should provide credit facilities for ecommerce purchases.

Ecommerce and banking are more disrupted by digitization than any other sector in Nigeria.

The next set of industries experiencing disruption are telecoms and media. An example in the media industry is Guardian newspaper. Guardian has moved from print, to online, to television. Their journalists now report with videos.  

Health care innovation: Digitization For Smarter Healthcare Delivery In Emerging Markets.


Nneka Mobisson – Founder & CEO, mDoc
Olufemi Kuti – Co-Founder & CEO,  Kangpe
Obinna Abajue – CEO, Hygeia HMO
Jumoke Popoola – Cancer Research Specialist
Wallace Ogufere – Founder & CEO, eCLAT
Bayan Qandil – Senior Director, Technical Strategy, Fio Corporation
Mohammed Abdulsalam – SVP, industrial Finance, GE Capital


The practice of medicine has been fairly specialized; tech is driving automation and end to end processing.  Mobile phones are driving access.

Tech is a support in the health care system and not the core.

Technology helps to provide data for all concerned in a timely manner.

Technology is also used to prevent the brain drain in Nigeria. 


Health sector is lagging behind globally in digitization.

For Infant mortality, maternity mortality, life expectancy, Diabetes, high blood pressure and cancer, hepatitis, chronic disease, and the like, the statistics is about the same year in and out. Hypertension is the greatest killer in Africa.

Drug companies, doctors and so on expect to be paid, while the consumer is looking for an affordable health scheme.

Patients have the mindset of: Do not harm me, Cure me and Be nice to me.

We should be asking what we should be doing to improve the situation. Each one of us have key role to play in improvement of the healthcare, not only the government.
To improve our health care system, we need to do on the spot training of the health care workers.

Detecting a problem early and tackling it early through digitization will present mass hypertension.

We need to embark on the endless journey of creating processes that will keep improving health care.

Healthcare worker should also equip themselves with the required knowledge.
Research will drive change. Our research institutions should be well equipped to match up with the demands from patients.

There are simple things we can apply technology wise to drive change in healthcare. We don't need millions to drive that change. Education can make everyone research enabled.

We need some level of investment to build capacity in healthcare. Health insurance has to align with digitization.

Kenya healthcare improvement: Hospitals are being equipped  by private individuals and organizations and the government pays in bit for a period of 7 years or more. We can take a cue from this.

Digital coaching can really make changes in mental health.

There are health plans available in the market in partnership with the likes of Interswitch.

There are plans to help people navigate care. Patience should be advised to sign up for health care plans.
Hygeia is an HMO that provides support to health user create their own goals. The more people we can get into the net, the easier it becomes.
The solution to make plans cheaper is to make more people sign up to plans.

In all, the best is insurance plan. A pregnant woman cannot be insured because the event has already happened. The best time to buy a plan is before the event occurs.

3rd session:

Keynote address on Innovation In Retail by Wale Olokodana – Director, Enterprise commercial business, Microsoft Nigeria.


Digital disruption and the 4th industrial revolution: This is where disruption is coming from and so many things will change.

The rules of engagement for retail has changed.

The follow economy is driving innovation, in that, people are no longer afraid of building products as long as they have people following them.

We need to build a service culture to drive retail backed up by technology.

How to drive innovation in retail:
1. Engage the customer. Personalize their experience.
2. Empower your employees. Boost their ego in diverse ways.
3. Optimize your operation. Use data
4. Transform your products. Explore emerging technology platforms.

Retail innovation provides a personalized customer experience.

3rd session:
Innovation In Retail: Unlocking New frontiers through Locally Relevant Retail Innovation.


Wale Olokodana – Director, Enterprise commercial business, Microsoft Nigeria.
Raphael Afaedor – Founder & CEO, Supermart NG
Willy Kimani – Chief Commercial officer, Naivas, Kenya
Samuel Abiola-Jacobs – Operations Director, Dia Group
Brett King – CEO,  Moven


Technology has changed consumer behavior and we have to respond to that.

Think about Tech is an enabler rather than an innovator.

Retail is all about the product.


Instant gratification is the pressure on businesses right now. Customers want their needs to be met in split second.

There is a huge supply chain problem in the country. Everyone is not mirrored in the chain and there are bottlenecks.

Outsourcing eCommerce delivery.

Ecommerce pay on delivery service has been abused in Nigeria.

We need to look at the challenges in the market and use tech to solve those challenges.

A great innovation is the global fashion industry is the invention of the smart mirror. It is used in boutiques to try different cloths on instantly. 

Sound, smell, sense are all used to drive customer experience in today’s market place.
To serve customers better, we need to gather enough data about customers.

Machine learning is no longer a fad, it’s here and here to stay.

Think about tech as a means to creating value to customers.

Use tech to take off middlemen, in the supply chain, that make prices go up.

Brick and mortar is here to stay no matter the level of digitization. Nigeria has to formalize her brick and mortar business.

Outsourcing delivery may not work in Nigeria because customers are particular about how the delivery person looks. In Nigeria we do not have a service culture.

Customers should pay upfront to get the best of service in eCommerce.

To implement pay on delivery service successfully, trust element must come to play. 

We have to build trust to make it more seamless. The more trust you build, the more people evolve in the system.

Summary of event:
There's a clarion call for every organization to embrace digitalization. Technology has disrupted the enterprise, especially in financial services, such that some jobs are being replaced by digitization and the effect is slow movement for employment in emerging markets.

By disruption I mean the usual ways of doing things in the industry are gradually being replaced by new and better ways of delivering value to customers, through the aid of technology.

In the financial services industry, for instance, there has been series of innovations resulting in a range of products, just to enhance customer experience. Web payments, ATM, POS, Mobile banking, e-wallet and the like, are examples of such disruptions.

We are therefore urged to see beyond the big picture. If one may ask: What is the big picture?


Note: to get the keynote slides of the 6 speakers at the event, fill the Contact Us form by your right and indicate with a one-line sentence. 

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