Last week, I had the pleasure of moderating a panel discussion at the highly anticipated launch of the Samsung Galaxy S24 FE at the new Samsung brand shop in Shujaah Mall, Nairobi.

It was an insightful conversation with George Kebaso, Head of Product Marketing and Mobile Experience, and Evelyn Munene, Product & Marketing Lead at Samsung.

Together, we explored how this new device is set to redefine the mobile experience in Kenya and East Africa, blending premium features with affordability.

Highlights from the Discussion:

1. Vibrant Mobile Landscape in East Africa: George kicked things off by discussing the dynamic and ever-evolving mobile market in Kenya and East Africa. He highlighted Samsung’s unique position, offering a range of devices from entry-level to flagship, and explained how the Galaxy S24 FE introduces a new category: the “premium entry” smartphone. At a price under 100,000 KES, it combines affordability with flagship-like features.
2. AI-Powered Capabilities: We explored the role of AI in transforming the user experience. George emphasized Samsung’s pioneering efforts in AI, with features like Circle to Search and AI Translate that are making everyday tasks simpler and more efficient. These features, previously available only in high-end models, are now accessible in the Galaxy S24 FE, driving consumer interest.
3. Significant Upgrades from the S23 FE: Evelyn walked us through the upgrades from the previous S23 FE model. The new S24 FE boasts a more powerful processor, extended battery life, a larger display, and cutting-edge AI functionalities like Nightography for low-light photography and on-device document summarization.
4. Enhanced User Experience: Evelyn emphasized how the S24 FE provides an intuitive and seamless user experience, perfect for both content creators and productivity-focused individuals. The integration of AI features ensures smoother, smarter, and more enjoyable interactions with the device.
5. Impressive Market Growth: George shared insights into the success of the S-series, noting that sales of the S24 series have nearly doubled compared to its predecessor. The Kenyan and East African market’s appetite for premium yet affordable smartphones continues to grow, and Samsung is well-positioned to meet this demand.
6. Flexible Financing Options: Affordability is a key focus for Samsung. Evelyn and George discussed partnerships with NCBA Loop, BuySimu, and Watu, offering consumers the option to pay a 20% deposit and finance the remaining balance over 6 to 12 months. This makes the Galaxy S24 FE accessible to a wider audience, ensuring more people can experience its advanced features.
7. Integration into the Samsung Ecosystem: The S24 FE fits seamlessly into Samsung’s ecosystem, connecting effortlessly with wearables, smart appliances, and more. Evelyn highlighted how this integration enhances everyday life, from managing home devices to tracking health metrics through Samsung’s smartwatches.
8. Sustainability Initiatives: Sustainability remains a top priority for Samsung. George elaborated on efforts like using recycled materials in packaging, offering vegan leather phone cases made from fruit pulp, and reducing e-waste by excluding chargers from packaging. These eco-friendly measures are part of Samsung’s ongoing commitment to protecting the environment.
9. Future Trends in Mobile Technology: Evelyn wrapped up the discussion by predicting future trends, including the further integration of AI, advancements in device design, and a more interconnected tech ecosystem. She hinted at exciting innovations on the horizon, like smart glasses and even more seamless digital experiences.

Availability & Next Steps.

The Samsung Galaxy S24 FE is now available for purchase at Samsung brand shops and authorized retailers across Kenya. It has a starting price of KES 85,999 and flexible financing options, meaning that it delivers exceptional value for money.

On the 2nd of October 2024, I had the pleasure of moderating a panel discussion at the Riana Group’s CX Executives Breakfast Forum at the Gem Forest Hotel in Nairobi. The session brought together experts from various industries, including healthcare, real estate, finance, and government, to explore the evolving role of Customer Experience (CX) in today’s digital age and most specifically in the context of Kenya and East Africa. Our conversation delved deep into how digital tools are transforming service delivery, enhancing customer retention, and unlocking new growth opportunities across different sectors.

Key Takeaways.

1. Data-Driven Decision Making: As CX increasingly becomes a differentiator, leveraging customer insights is crucial for improving customer satisfaction and driving revenue growth. Joseph Njoroge from Stima Sacco shared that their reliance on data has been pivotal in tailoring products and enhancing member satisfaction. Stima Sacco’s real-time feedback mechanisms enable them to make swift adjustments, staying ahead in the competitive financial services sector.

2. CX in Healthcare: James Muiruri of Lifecare Hospitals emphasized the challenges healthcare institutions face in adopting CX strategies, particularly due to data silos and cultural resistance among professionals. However, digital transformation is beginning to make a significant impact by improving patient communication and streamlining processes. Monica Kiarie of Aga Khan University Hospital echoed similar sentiments, highlighting innovations like telemedicine and home-delivered services, which are changing how healthcare is delivered.

3. CX in Real Estate: Vidiana Wambugu from Acorn Holdings explained how digital innovation has helped her organization tailor customer experiences for their Qwetu and Qejani student housing projects. From virtual tours to flexible payment options, they have created frictionless experiences that meet the evolving needs of their young customer base, largely composed of Gen Z.

4. CX in Government Services: Bernard Otiego from the Business Registration Service (BRS) spoke about the technological advancements they’ve implemented, such as queue management systems and call centers. He noted that customer experience has now become integral to their strategy, significantly improving public perception and service delivery.

Conclusion.

The CX Executives Breakfast Forum highlighted the transformative power of CX strategies across sectors, driven by digital technologies. As AI, telemedicine, and other innovations reshape customer interactions, organizations must remain focused on creating seamless, yet human-centered experiences. I left the event with three important themes in mind: the importance of people, platforms, and processes in delivering excellent customer experiences.

In this episode of Pure Digital Passion, originally aired on BBC’s Business Daily on Monday the 30th September 2024 hosted by Gareth Mitchell, we explore the game-changing technology of 6G—set to revolutionize the way we connect, work, and live by the 2030s. The episode features insights from experts and business leaders across the globe, including myself, Moses Kemibaro, providing a detailed look at what 6G means for Kenya and Africa, as well as the rest of the world.

The discussion kicks off with Ashish Malhotra, Managing Director of Airtel Kenya, who sheds light on the current 5G rollout challenges across Africa, including high costs of infrastructure and limited adoption due to expensive devices. He provides a forward-looking view on how 6G could dramatically improve user experience by reducing latency and enhancing real-time applications such as virtual meetings, holographic communications, and even remote surgeries.

We also hear from Professor Sana Salous, Chair of Communications Engineering at Durham University, who explains the technical aspects of 6G. She emphasizes how 6G’s unique combination of terrestrial and non-terrestrial (satellite) networks will finally close the digital divide by delivering coverage to even the most remote areas. Her insights on low Earth orbit satellites’ role in 6G highlight how this technology will overcome the limitations of traditional cell towers, especially in underserved regions.

From a global business perspective, Pekka Rantala, head of the 6G Bridge Program at Business Finland, discusses the significant investments being made in 6G research, including Finland’s 250 million euro project aimed at defining 6G standards. Rantala believes 6G will be crucial for improving productivity, sustainability, and enabling new business models, especially in sectors like manufacturing, where zero-defect processes and waste minimization will benefit from advanced connectivity.

As I share in the interview, Africa’s journey with 5G is still in its early stages, and many regions are yet to fully utilize 4G. However, 6G could be a game-changer for industries like telemedicine, where real-time, high-speed connections could enable African doctors to perform surgeries remotely for international patients, leveraging Africa’s competitive labor costs. I also explore how improved connectivity through 6G will make African businesses more competitive in global markets, allowing sectors like customer service, remote work, and cloud-based platforms to flourish without the limitations of today’s latency issues.

The episode concludes with a real-life case study from Ian Ngatia Njoroge, General Manager of Sasa Doctor, a telemedicine service in Kenya. Ian takes us behind the scenes to showcase how technology is transforming healthcare delivery in Kenya through virtual consultations. With 5G already enabling better patient-doctor interactions, Ian imagines how 6G’s superior connectivity could further revolutionize telemedicine, improving clarity and reducing delays in diagnosis and treatment.

Overall, this episode is a deep dive into the future of connectivity and how 6G will transform industries, bridge global digital divides, and potentially reshape how businesses operate. Whether you’re a tech enthusiast, business leader, or simply curious about the future of the internet, this episode offers a comprehensive look at what the 6G revolution could mean for you and the world.

In this episode of Pure Digital Passion, I spoke with Ranaf Makhani, founder and CEO of RIANA Group, about how his company is transforming customer experience (CX) through innovative technology solutions in Kenya and beyond.

The discussion covers Ranaf’s journey from growing up in Arusha, Tanzania, to founding RIANA Group in 2014. The podcast dives into the company’s key offerings, including queue management, visitor management, and electronic security systems, all designed to enhance customer experience across various sectors.

A key topic of conversation is RIANA Group’s upcoming Customer Experience Executives Forum on October 2nd, 2024. This event will bring together CX leaders to explore how businesses can leverage technology to improve customer satisfaction, retention, and business performance.

Throughout the podcast, Ranaf shares insights into how his company’s tailored solutions have addressed real-world business challenges in sectors such as healthcare, banking, and hospitality. He also reflects on the importance of gathering customer feedback to continuously refine and improve services. Ranaf touches on how COVID-19 accelerated digital transformation and the adoption of AI-driven technologies within RIANA Group’s solutions, making customer experiences more seamless.

Finally, the conversation wraps up with advice for entrepreneurs, focusing on solving real problems and using technology to drive growth.

Key Highlights:

• Ranaf’s journey from Tanzania to founding RIANA Group
• Key innovations in queue management, visitor management, and electronic security
• The role of customer feedback in improving CX
• RIANA Group’s approach to personalized, tech-driven solutions
• Insights into the upcoming Customer Experience Executives Forum
• The impact of COVID-19 on digital transformation in customer experience
• Ranaf’s vision for the future of customer experience in Africa
• Advice for entrepreneurs looking to break into technology businesses

Don’t miss this deep dive into customer experience technology! Subscribe to Pure Digital Passion for more engaging discussions with technology leaders.

Join us for an insightful discussion with Lucas John Omollo, Chief Manager of ICT & Smart City Solutions at Konza Technopolis, as we explore the remarkable progress Konza has made in becoming a global smart city. 🌍

In this episode of the Pure Digital Passion Podcast, we cover:

• Konza’s achievements in ICT and smart city infrastructure
• The National Data Center and smart traffic systems
• Plans for the Kenyan Advanced Institute of Science and Technology (KAIST)
• The future of Kenya’s digital economy and job creation
• The role of the creative economy with the upcoming Digital Media City
• The 41st IASP World Conference, hosted in Nairobi from September 24th to 27th, 2024

📅 Register for the IASP World Conference: https://www.iaspworldconference.com/register/

✈️ Kenya Airways Special Offer: Get 15% off international flights and 7% off domestic flights with promo code KONZA24. Book via the Kenya Airways website or mobile app: https://www.kenya-airways.com/en/promotions/41st-iasp-world-conference/

Earlier this week, while attending the ITW Africa Conference at the Radisson Blu Hotel in Nairobi, I had an unexpected reunion with an old friend and internet pioneer, Brian Longwe. It had been almost a decade since I last saw him, and what started as a chance encounter turned into an impromptu podcast session for Pure Digital Passion.

Brian, who is currently the CEO & Co-Founder at Converged Technology Networks, an ISP in Malawi, has been one of Africa’s most influential figures in the broadband and internet space. Over the past 30 years, he has spearheaded internet projects across more than 20 African countries.

A Humble Beginning in Nairobi

Born and raised in Nairobi, Brian had to drop out of St. Mary’s School when his family fell on hard times. Refusing to be idle, he began selling second-hand shirts in downtown Nairobi. Soon after, he found himself reselling surplus grapes imported from Tanzania, canvassing Nairobi’s upscale neighborhoods. One day, fate intervened when he knocked on the door of a family friend, who introduced him to the world of technology by teaching him how to type on a Toshiba laptop. From there, Brian’s fascination with technology blossomed, and he quickly went from selling clothes to learning computer skills that would set the stage for his career.

From Grapes to ISP Pioneering

In the early 90s, Brian’s foray into technology led him to his first tech job at Form-Net, where he became an installer of email systems. Not content with just installations, he started selling and fixing tech solutions, and soon his success drew the attention of Form-Net’s leadership. By 1996, Brian had risen to the role of technical manager, playing a pivotal role in bringing internet connectivity into Kenya.

By 1999, Brian co-founded ISP Kenya alongside some of Kenya’s leading internet visionaries. The company quickly established itself as one of the top ISPs for corporate clients, culminating in its acquisition by Wananchi Online, which helped form the Wananchi Group of Companies. Although Brian reflects on declining equity in the company as one of his biggest regrets, his influence in the region’s internet space remained undeniable.

Venturing into New Markets

After leaving ISP Kenya, Brian explored various entrepreneurial ventures, including IP telephony and forensics technology. His vast experience eventually led him to assist in setting up mobile money services in several African countries. In 2010, he became the Group CTO of MobiCash, overseeing the rollout of mobile money platforms in seven countries, a challenging but rewarding endeavor.

In recent years, Brian’s work in Africa has taken him to some of the continent’s most underserved regions. His experience establishing ISPs in Kenya, Uganda, and Malawi has given him a unique perspective on how technology can transform lives. In one of his most impactful projects, he helped set up internet-enabled containers in rural Uganda, offering young people microwork opportunities through partnerships with Silicon Valley firms like Samasource.

A Full Circle in Malawi

Today, Brian continues his work as an ISP pioneer in Malawi, one of the poorest countries in the world. Despite the challenges, he remains committed to connecting the unconnected, building infrastructure that delivers high-quality internet to underserved areas. His story is one of perseverance and vision, proving that no matter where you start, the determination to succeed can lead to extraordinary results.

As we wrapped up our conversation, Brian shared his thoughts on the future of Africa’s digital infrastructure. He believes that Africa is poised to be the next big thing in tech, with its youthful population and untapped potential. However, for the continent to truly flourish, it must cultivate its human resources by nurturing skilled, educated, and talented individuals.

In our latest episode of the Pure Digital Passion podcast, I had the pleasure of hosting two industry leaders: Mary Muthoni, Partner Manager at Zoho in Kenya, and Pavan Verma, CEO of Redian Software. Together, we delved into the exciting landscape of digital transformation in Kenya and Africa, specifically how Zoho and Redian Software are empowering businesses with customer-centric solutions.

The conversation flowed from the insights shared during a recent panel discussion on the BFSI sector that was jointly hosted by Zoho and Redian Software during the same week, but we expanded the focus to cover Zoho’s wider impact across different industries in Kenya and the East African region. Here’s a breakdown of what we discussed and the key takeaways from this enlightening session.

Zoho’s Approach to the Kenyan and African Market

Mary Muthoni provided an in-depth overview of Zoho’s journey in Kenya and Africa, explaining how the company’s focus on localization and affordability has made it a game-changer for businesses of all sizes. Zoho’s products are designed to be accessible, scalable, and tailored to the specific needs of African businesses. The pricing is localized in Kenyan shillings, making it more affordable than many other global platforms as well as being less prone to foreign currency exchange rate fluctuations.

One of the key highlights was how Zoho adapted to the challenges brought by the COVID-19 pandemic, which accelerated the need for digital tools as businesses shifted to remote work. Zoho introduced tools like Zoho Workplace, which became instrumental in helping Kenyan businesses maintain productivity during the lockdown.

Mary also shared that Zoho’s presence in Kenya has continued to grow, with the company setting up a local office and building strong partnerships with companies like Redian Software who also have a local office in Kenya to expand its footprint.

Redian Software’s Role in Driving Customer-Centric Solutions

Pavan Verma shared the inspiring journey of Redian Software, which began in 2011 and has since become a key player in implementing Zoho’s CRM and cloud-based solutions across Africa. What sets Redian apart is their ability to tailor Zoho’s powerful suite of tools to meet the unique needs of businesses in Kenya and Africa.

Pavan emphasized that Redian Software is focused on helping businesses, particularly in sectors like banking, financial services, and insurance (BFSI), leverage Zoho’s platforms to create seamless, customer-centric experiences. He discussed the importance of digital transformation in the African context and how Redian Software is enabling businesses to make this shift effectively.

From automating processes to integrating different systems, Redian Software ensures that companies can maximize Zoho’s potential, even building custom applications on Zoho’s Creator platform to meet specific business requirements.

Challenges and Opportunities in Digital Transformation

Both Mary and Pavan acknowledged that businesses in Kenya and the rest of Africa face significant challenges when adopting CRM and cloud solutions. These include concerns about data security, integration with existing systems, and the learning curve associated with new technologies. However, both Zoho and Redian Software are committed to addressing these challenges through robust support, localized pricing, and educating the market about the benefits of digital transformation.

Pavan shared a compelling case study of a client in Uganda, where Redian Software successfully migrated five different systems into one centralized Zoho platform, significantly improving operational efficiency and customer satisfaction. This is just one example of how Zoho and Redian are driving impactful change in the region.

On August 14th, 2024, I moderated a panel at the Kenya Internet Summit and .KE Awards 2024 on Innovation and Entrepreneurship Best Practices for Kenya’s and Africa’s Digital Transformation. We had a productive discussion with Joel Karubiu, Njihia Mbugua, and Kenneth Njihia.

Government Process Automation: Lessons from Estonia and Kenya

Joel Karubiu shared insights on Estonia’s success in government automation, particularly its digital ID system, which underpins seamless access to services. This system has made Estonia a leader in e-governance. Joel noted that Kenya has made strides with initiatives like eCitizen but still needs improvements in service delivery.

He emphasized that building trust and better communication are essential for the success of such initiatives. The government needs to focus more on conveying the benefits of systems like the digital ID to the public to build confidence.

The Role of Solution Architects in Digital Transformation

Njihia Mbugua discussed how solution architects are vital in aligning business and technology interests within enterprises. He stressed that innovation should focus on addressing real problems rather than creating solutions in search of problems. Njihia also pointed out that integrating new technologies, such as AI and blockchain, can revolutionize industries like healthcare and agriculture by offering personalized medicine and enhanced food security.

He highlighted the importance of balancing these innovations with existing infrastructure, especially in sectors like banking, which still rely on legacy systems.

Leveraging AI for Business Efficiency

Kenneth Njihia explored how AI is transforming industries, especially in advertising. AI-generated visuals are becoming commonplace, helping companies save time and money. Kenneth also discussed how AI tools like ChatGPT are revolutionizing content creation and data analysis, enabling businesses to operate more efficiently.

While AI offers great potential, Kenneth emphasized that human creativity and local insights remain crucial in creating impactful marketing campaigns. AI’s role in improving customer service through chatbots was also highlighted.

Cybersecurity and Data Privacy in Kenya

Joel revisited cybersecurity, drawing from Estonia’s experience as the first country to be cyber-attacked in 2007. Estonia’s resilience is based on its digital ID system, which serves as a single source of truth for both government and private sector interactions.

He stressed the need for Kenya to prioritize cybersecurity and data privacy, urging individuals to take responsibility for safeguarding their personal information and calling for improved digital literacy to help citizens understand the value of their data.

Ethical Issues and Opportunities in Technology

Kenneth also addressed the ethical challenges in technology, such as the rise of gambling addiction among Kenyan youth. He shared how countries like Sweden use AI and digital IDs to control gambling activities, ensuring that individuals do not overspend. Kenneth called for similar innovations in Kenya to tackle these challenges while promoting the positive uses of technology, such as financial inclusion and online freelancing opportunities.

Conclusion: The Quiet Success of Kenyan Tech Startups

As the discussion wrapped up, I shared my observations on the quiet success of many Kenyan tech startups. Unlike the high-profile startups that often make headlines, companies like PesaPal and Turnkey Africa are quietly excelling in the B2B space by solving real problems and generating profits.

In conclusion, our discussion highlighted that digital transformation in Kenya and Africa is advancing steadily. To fully unlock its potential, we need to foster trust, improve digital literacy, and create an environment where innovation can thrive by solving real-world problems.