Account Head

MTN Uganda and Infobip to transform customer engagement with omnichannel solutions. March 30, 2026 The collaboration will enable Ugandan enterprises to connect with customers seamlessly through multiple communication channels including SMS, WhatsApp, voice, email and chat applications, allowing businesses to deliver faster, more personalized and automated interactions. MTN Uganda has announced a strategic partnership with global cloud communications platform Infobip aimed at equipping businesses with advanced digital communication tools that enhance customer engagement, improve operational efficiency, and accelerate Uganda's digital transformation. The collaboration will enable Ugandan enterprises to connect with customers seamlessly through multiple communication channels including SMS, WhatsApp, voice, email and chat applications, allowing businesses to deliver faster, more personalized and automated interactions. This partnership follows a growing demand for integrated communication as more Ugandan businesses adopt digital platforms to engage customers. The partnership between MTN Uganda and Infobip seeks to address this need by providing businesses with scalable communication technology supported by MTN's nationwide connectivity infrastructure. "Digital communication is becoming central to how businesses engage their customers and deliver services. Through our partnership with Infobip, MTN Uganda is strengthening its role as a technology partner to enterprises by providing innovative platforms that help businesses improve customer experiences, increase efficiency and unlock new growth opportunities." - Ibrahim Senyonga the General Manager, Enterprise Business Unit, MTN Uganda Infobip's global communications platform powers messaging solutions for thousands of organizations worldwide and will now be accessible to Ugandan businesses through MTN's "We are excited to partner with MTN Uganda to support the digital transformation of business sector in Uganda. By combining MTN's strong network infrastructure with Infobip's AI-powered customer engagement technology, businesses across Uganda will be able to connect with customers across multiple channels and create richer, more connected customer experiences. With the launch of Infobip AgentOS, businesses will be equipped with a powerful platform to orchestrate the full customer experience. AgentOS transforms how companies communicate by seamlessly integrating AI agents and customer journey orchestration into one intelligent layer. It allows businesses to automate tasks, personalize customer interactions, and streamline CX management. This launch marks a significant step forward in delivering smarter, more efficient customer engagement at scale." - Domenico Devescovi, Global Director Telecom Strategy and Partnerships, Infobip Beyond improving customer engagement, the partnership also supports the growth of Uganda's digital economy by enabling businesses to adopt modern communication tools that drive productivity and innovation. As Uganda advances its Digital Transformation Agenda under the National Development Plan IV and Vision 2040, the adoption of digital communication platforms will play an important role in enabling businesses to scale, improve service delivery and compete in an increasingly connected economy. By combining MTN Uganda's connectivity leadership with Infobip's global communication technology, businesses will gain access to solutions that support automated messaging, omnichannel engagement, and real-time customer interaction. The TechAfrica News Podcast

How will Infobip's new leader reshape South African CX? Table of Contents Article Highlights The sudden acceleration of digital adoption across the African continent has left many established enterprises scrambling to bridge the gap between their traditional service methods and the expectations of a mobile-first generation. As South African consumers demand faster and more intuitive interactions, the appointment of Lauren Potgieter as Country Manager at Infobip represents a pivotal shift for the region's technology sector. With over 26 years of experience in business process management and global operations, Potgieter is not simply filling a vacancy; he is taking the helm of a strategic expansion designed to scale digital transformation efforts at a time when the market is ripe for disruption. A strategic shift in South africa's digital communications landscape. The move to appoint a seasoned veteran highlights a departure from conventional service models that have long dominated the local market. Infobip is signaling a move toward a more aggressive and sophisticated integration of technology, aiming to redefine how businesses interact with their clients. This leadership change focuses on moving beyond mere maintenance toward a model that prioritizes agility and rapid scaling. By placing a heavy emphasis on global operational standards, the company intends to solidify its influence throughout the South African tech corridor. The objective is to provide a blueprint for growth that other regional players can follow, ensuring that the local digital ecosystem remains competitive on an international stage. This transition marks the beginning of a period where communication is no longer just a utility but a primary driver of business success. The critical need for modernizing legacy infrastructure. Many South African enterprises remain tethered to fragmented legacy systems that frequently result in broken communication and user frustration. As market competition intensifies, the ability to transition from these siloed frameworks to unified, omnichannel platforms has evolved into a survival necessity. Maintaining outdated infrastructure often prevents companies from responding to customer needs in real time, which is a significant disadvantage in a region where mobile communication is the standard. Addressing these technical hurdles is essential for navigating the unique economic and social dynamics of the local landscape. Modernizing these systems allows for a more fluid exchange of information, ensuring that a customer's history and preferences are preserved regardless of the platform they choose to use. This structural overhaul is the first step in creating a reliable service environment that meets the high expectations of today's tech-savvy consumer base. Orchestrating personalization through AgentOS and AI automation. At the heart of this leadership change is the deployment of advanced solutions like AgentOS, which aims to create data-driven and seamless customer journeys. By synchronizing disparate channels - such as WhatsApp, SMS, and voice - Infobip seeks to eliminate the friction points that typically occur when a user switches platforms. The focus on automation and artificial intelligence allows for a more proactive approach to service, moving beyond reactive troubleshooting to provide truly personalized experiences. This technological integration is designed to generate measurable business value by fostering deeper brand loyalty. When AI-driven insights are applied to the communication flow, companies can anticipate needs before they are explicitly stated. This level of sophistication transforms basic interactions into meaningful engagements, making the digital experience feel more human and less like a sequence of automated responses. Human-Centric strategy as the foundation for technological growth. Sustainable transformation is only achievable when high-level technology is balanced by a robust human-centric strategy. Potgieter's vision extends beyond mere technical implementation; he aims to position the African continent as a global center of excellence for customer experience. This philosophy suggests that digital tools must be expertly tailored to meet specific human needs, ensuring that innovation serves the user rather than complicating their life. By aligning technical capabilities with regional market insights, the goal is to drive a substantial return on investment for clients. This approach acknowledges that while AI and automation are powerful, their success depends on how well they understand the cultural and social nuances of the people using them. Strengthening the bond between technical innovation and human empathy is viewed as the only way to achieve long-term growth in a diverse market. A practical roadmap for immediate and long-term CX excellence. The implementation strategy for this new era of leadership began with a concentrated effort to deliver visible results within the first quarter of operations. This involved strengthening collaborations with local partners and building internal capabilities to support a more agile service delivery model. Businesses looking to mirror this success focused on identifying and upgrading the most critical touchpoints in the customer journey before scaling those solutions across the entire digital ecosystem. Moving forward, the emphasis shifted toward leveraging AI-driven insights to refine every aspect of customer communication. Organizations began to see that a phased rollout allowed for better testing and adjustment, ensuring that each new tool added genuine value. This proactive roadmap provided a clear path for South African companies to modernize their operations, ultimately turning the region into a formidable player in the global digital economy. March 27, 2026 A single, unsuspecting click on a seemingly routine password reset notification recently managed to dismantle a multi-billion-dollar retail empire in a matter of hours. This spear-phishing incident did not just leak data; it triggered a sophisticated ransomware wave that paralyzed the organization's online infrastructure for months, resulting in financial hemorrhaging exceeding $400 million. It serves as a stark reminder that March 27, 2026 The relentless expansion of global shipment volumes has pushed traditional warehouse frameworks to a breaking point, leaving many retailers struggling with rigid systems that cannot adapt to modern order profiles. As consumers demand faster delivery and more sustainable practices, the logistics industry is shifting away from monolithic installations toward "Lego-like" modularity. Innovations currently debuting at LogiMAT, particularly from leaders like March 27, 2026 The rhythmic tapping of a smartphone screen has officially replaced the metallic jingle of loose change as the primary soundtrack of global commerce as India's Unified Payments Interface now processes a staggering seven hundred million transactions every single day. This massive migration to digital rails represents much more than a simple change in consumer habit; it signifies a total overhaul March 27, 2026 The pursuit of fiscal efficiency often leads organizations to sacrifice their most valuable asset - the human connection that transforms a simple transaction into a lasting relationship. While a leaner payroll might appear advantageous on a quarterly earnings report, the structural damage inflicted on the brand often outweighs the short-term financial gains. When the individuals responsible for the customer journey are stretched March 27, 2026 The modern viewer often spends more time navigating through rows of colorful thumbnails than actually watching a film, turning what should be a moment of relaxation into a chore of digital indecision. In a world where premium content is virtually infinite, the psychological weight of choice paralysis has become a silent tax on the consumer experience. When a platform offers