In partnership with the Whitefield Foundation, the project aims to accelerate educational outcomes for students in Lagos.

The project delivered over 650 specialised textbooks and essential library infrastructure to Wesley Girls Secondary School and Ladilak Institute Primary School, representing the latest milestone in Infobip’s long-term commitment to supporting Nigeria’s educational landscape and local communities.

The initiative builds on Infobip’s broader engagement in Nigeria, where the company has previously worked with local businesses to scale and serve their customers more effectively.

This project moves beyond traditional donation models by focusing on sustainable infrastructure.

In addition to the textbooks, Infobip invested in new library shelving and the restoration of existing units to create high-functioning learning environments.

To ensure the longevity of the investment, the Infobip team committed to ongoing training sessions for school staff, focusing on modern library management and resource optimisation. 

Addressing the educational gap

The urgency of this intervention is underscored by recent data from UNICEF, which identifies 18.3 million Nigerian children as currently out of school, the highest figure globally.

Furthermore, 74% of children aged 7-14 in classrooms lack foundational literacy and numeracy skills. By providing direct access to quality learning materials, Infobip is bridging this “learning poverty” gap as part of its sustained social and economic contribution to the country.

“At Infobip, we believe that communication is the foundation of progress, and education is the ultimate form of communication,” said Isaac Akanni, speaking on behalf of Infobip Nigeria. “This initiative is about more than just resources; it is about catalysing the next generation. We are committed to providing the tools and the inspiration that will empower these students to navigate and lead in an increasingly digital world.”

Empowering students through career mentorship

To complement the physical infrastructure, the handover ceremony featured a career mentorship session.

Final-year and graduate students from the University of Lagos and Babcock University, including Deborah Ayinla, Tobi Lateef, and Inioluwa Olukuade, shared insights on the transformative power of quality education, aligning with Infobip’s vision of supporting local talent and fostering professional excellence from the ground up.

Representing the beneficiary schools, Mrs. Jegede, principal of Wesley Girls Secondary School, highlighted the strategic value of the partnership:

“A library is the intellectual heart of a school, and Infobip has breathed new life into ours. This infrastructure does not just provide books; it provides our students with a structured environment to think, research, and excel. Infobip’s commitment to the Nigerian community and its education sector is evident through this partnership, which significantly supports our mission to deliver world-class education despite local challenges.”

Dr. Funmi Johnson, executive director of Whitefield Foundation, noted that the project is a testament to the power of public-private synergy in reducing poverty through “economically viable skills and quality education.”

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The company scooped the Innovative Cloud Communications Provider of The Year – for the second year running – as well as the Tech Personality of the Year Award, which was awarded to Olatayo Ladipo-Ajai, Infobip Regional Manager West Africa.

“With this being the second year that Infobip Nigeria has received the award & recognition as the Innovative Cloud Communication Provider of the Year, this is a testament to the amount of work we put into making sure that our customers are satisfied. Also, it validates our investments into building platforms, infrastructure and innovative solutions that help our customers & partners simplify the complexities of end-user communications”- says Ladipo-Ajai.

Personal recognition

Commenting on the Tech Personality of the Year Award, Ladipo-Ajai says this accolade may look somewhat more personal, however, it is strongly tied to Infobip because of the opportunity presented to demonstrate its distinctive capabilities in the West African market through thought leadership positioning and the entire team’s efforts.

“Being named the Tech Personality of the Year is a pleasant honour for me. It demonstrates the diligent work of the Infobip regional Africa team as a whole. Hence, this award is dedicated to the entire Infobip team”.

The Tech Innovation Awards, formally known as the Nigeria Tech Innovation and Telecom Awards, are considered the most high-profile and respected accolades in the Nigerian ICT space.

The awards celebrate organisations, individuals, governments and other private sector entities that have distinguished themselves over the years and are at the forefront of digitisation with innovative products and services that keep the ICT sector at the leading edge of innovation.

Driving tech innovation

The nomination criteria focus on people or organisations at the forefront of promoting regulation, standards or best practice; persons or organisations actively driving technological innovation; persons who have used their office to continue advancing technology innovations; and persons who are instrumental in the success of an ICT organisation or business.

Ladipo-Ajai notes that Infobip has been operating for more than 16 years across the globe, currently employing 3700 staff members across numerous countries and research and development centres.

“In Nigeria, we have a large market share (over 60%) of customer engagement led by SMS, Unstructured Supplementary Service Data (USSD) and other channels focused on A2P customer-based messaging, especially in the Nigerian financial sector. This means that we provide services to many Nigerians and many more people across the Globe”. Most importantly, we help businesses dynamically optimize their message journey to offer faster, more secure, and more reliable connections to their customers. All with complete transparency.

Ladipo-Ajai concludes that it has been very rewarding for Infobip to see that the local industry has acknowledged the hard work and technology contributions it has made to the success of its industry stakeholders across the country.

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In recent years, retail and eCommerce businesses have adapted to the increasing influence of digitalisation.

Customers now demand user-friendly digital interactions, with little tolerance for inconveniences. Surprisingly, 86% of customers are willing to abandon a brand after just two negative experiences.

Regardless of your product’s success, the quality of customer interactions takes precedence. Each interaction contributes to a customer’s perception of your brand and their overall shopping experience. Every touchpoint holds significance.

The key is to identify and optimise them to meet digital era expectations, ultimately boosting conversions and improving your bottom line.

Defining customer touchpoints

A customer touchpoint is any interaction between a customer and your brand that shapes their perception of you. This could be seeing an advertisement, engaging with customer support, or downloading your app.

These touchpoints are strategically placed throughout the customer journey, offering insights into how customers engage with your business. Each touchpoint presents an opportunity to impress and satisfy customers, enhancing their overall shopping experience.

Examples of retail touchpoints

Touchpoints exist at every stage of the customer journey, from pre-purchase to post-purchase. It’s essential to map out all interaction’s customers have with your brand to determine their value or if they’ve turned into pain points.

Here are some typical retail touchpoints:

Identifying touchpoints involves putting yourself in the customer’s shoes and pinpointing every point of contact with your brand. Utilising feedback surveys and reviews can help determine the emotions associated with each touchpoint and reveal hidden pain points.

Case Study: Petpetgo

Consider Petpetgo, an eCommerce retailer that discovered that Facebook ads and general email campaigns yielded a low return on advertising spend (ROAS).

These touchpoints were detrimental to customer relationships, impacting their bottom line. By identifying these ineffective touchpoints, Petpetgo reduced advertising spending by 10% and doubled their purchasing frequency.

How did they achieve this transformation? They adopted a combination of personalisation and omnichannel solutions, delivering relevant content and promotions to the right customers at the right time.

Five essential messaging techniques Effective messaging is pivotal in turning touchpoints into seamless experiences, as demonstrated by Petpetgo’s success. Here are five essential messaging techniques to maximise the impact of every interaction:

1. Focus on omnichannel and timely communication: Customers expect smooth, connected communication across various channels. Use customer data to determine optimal timing and channels for messages, ensuring convenience.
2. Make your communication contextual and behaviour-based: Tailor messages based on individual customer behavior, offering personalised incentives and content to re-engage customers.
3. Be conversational: Incorporate chatbots, CRM systems, and messaging apps for instant, interactive interactions, enhancing customer satisfaction.
4. Match the channel’s style: Align communication with platform norms, avoiding intrusiveness and using clickable buttons for easy responses.
5. Always add value: Provide helpful, tailored content aligned with customer interests and preferences.

Optimising Retail Touchpoints

Understanding where and how to apply these messaging essentials can significantly impact touchpoint optimisation. While some touchpoints, like word of mouth and customer reviews, may not be directly controllable, improving overall customer satisfaction can indirectly enhance these aspects.

• Pre-purchase touchpoints:

Harness the fact that 87% of online shoppers actively use social media for product research. Ensure your social pages offer up-to-date, accessible information. Analyse metrics to identify posts driving conversions and craft a customer-centric strategy to leave a positive impression.

• During purchase touchpoints:

Prioritise improving the user-friendliness of your website and app. Streamline the download process and enhance product browsing, offering a smoother experience and boosting conversion rates.

• Post-purchase touchpoints:

Give priority to promptly delivering billing receipts. This not only ensures customers receive documentation swiftly but also fosters trust in your brand, contributing to a positive online shopping experience.

Creating Customer-Centric Retail Touchpoints

Touchpoints are scattered throughout the entire customer journey. By identifying and understanding customer expectations, you can optimise interactions and create exceptional experiences. Implement proactive outreach and follow the messaging tips outlined here to build painless touchpoints and strong customer relationships that encourage repeat business.

Optimising retail touchpoints is not just a strategy; it is essential for businesses in the digital age. Each interaction, from pre-purchase to post-purchase, shapes customer perceptions and influences loyalty.

Identifying, refining, and personalising these touchpoints will be pivotal in ensuring long-lasting customer relationships and sustainable success in the competitive retail landscape.

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