Why credential protection is the foundation of cyber resilience

The success of M-PESA, MoMo and USSD-based services shows the power of designing for local conditions. AI should do the same, supporting users across the full spectrum of connectivity and device access.

This opinion piece explores how companies are investing heavily in AI, automation and CX platforms, yet customers still often want to speak to a real person when problems arise. This makes customer service employees critical to the customer experience.

Africa’s experience offers a distinctive perspective on the future: cross-border finance must be faster, more connected, intelligent and interoperable, with trust at its core.

As organisations accelerate AI adoption, the article argues the biggest obstacle is not technology, budget or capability, but the disconnect between decision-makers and employees expected to use new systems.

Africa needs an intelligent, connected value chain capable of seeing problems early and coordinating action across organisational boundaries.

As the technology evolves, success will increasingly depend on combining cloud capabilities to meet business objectives.

As severe weather moves across a region, it can affect multiple parts of the grid simultaneously. This is compounded by a network already managing changing demand and supply, as well as distributed energy resources, pushing it towards its limits.

A future‑ready public institution begins with a fundamental mindset shift: recognising citizens as customers and designing services around their needs and digital behaviours.

AI is reshaping how we research, analyse information, create content, develop software and solve problems, driving productivity to levels unimaginable just a few years ago.

The core message is that backup is no longer a passive insurance policy. It is an active, strategic component of cyber resilience and, if it fails, everything fails.

The companies that succeed will not be the ones with the most channels or the latest technology. They will be the companies that create connected customer journeys that feel seamless, personal and effortless at every stage.