According to Statista, 97% of respondents to a digital transformation survey stated that the pandemic sped up digital transformation processes in their respective organisations. Global spending on digital transformation is projected to reach $1.78 trillion in 2022. The result is an omni-channel approach to the Customer Experience (CX), comprised of multiple platforms on which customers can engage with business operators and services. Kenya itself is home to Africa’s biggest mobile platform success story, M-PESA, which revolutionised mobile banking and dramatically improved financial inclusion across the continent. Through mobile, businesses can introduce innovative solutions such as contactless payment methods, online registration processes, and indeed, conversational channels.

Source: The North Africa Journal January 10, 2022 08:56 UTC