The Internet of Things (IoT), Artificial Intelligence, algorithms, blockchain and Big Data. There was a time when these ideas sounded like Armageddon. Yet, they have become a reality today with companies big and small, at home and abroad, leveraging on advances in technology, innovation and creativity to change the way they offer services and how they relate with their customers for better outcomes.
And the results are evident. Companies like Safaricom looked at data showing just how many of their customers were trying to complete M-Pesa transactions but were unable to do so just because they were a few shillings short. Some of them were going for up to 24 hours before topping up their mobile wallets to complete the aborted transactions. Safaricom asked; what can we do to reduce the time it takes these customers to complete these transactions?
