From B5

anks to social media, consumers have a wide spectrum of communication platforms. Power is increasingly shifting from suppliers to customers. is has shifted an element of power from the suppliers to customers.

As a business in the telecoms sector, we have realised the need to re-evaluate customers’ journeys and identify key pain and touchpoints. is entails understanding what consumers need, so that we are in precisely the right position to deliver.

Staying in touch with our customers, constantly asking for their feedback, but more importantly, meeting their needs before they even think to ask.

Continuously creating and maintaining positive experiences for them will keep them happy, and keep us ahead of the curve.

LN: As CEO in the ICT sector what did you learn about leadership during times of disruption?

AC: Adapt and innovate continuously. In an environment characterised by significant disruption, the organisation needs to act with speed to significantly reduce inefficacies. Focused adaptability based on new information is a distinct competency and key to success for the organisation.

Rapid technology changes and the appearance of new competitors will however drive adaptability in leaders, it becomes reflex. Our customer’s needs are what drives our company, and we need to keep up with them.

We need to think before they even ask. In leading the organisation, I have realised the importance of keeping up with innovations in the telecoms industry as choosing to ignore them will leave the company stagnant, while competitors surpass us.

LN: What advice would businesses in the ICT sector entrepreneurs?

AC: Firstly, opportunities are being created, particularly for younger people in the field of entrepreneurship, because of ICT. Identifying a gap in the market that needs filled.

is does not mean you have to necessarily find something new and never been done before, but rather doing something different and better. We all start somewhere, in someone else’s business, use what you already know from your own experiences to help you come up with an original idea.

Secondly, know your industry offering.

at way you can offer solutions to problems being faced in a market, that will make your products or services desirable and preferred. ink of a creative approach to issues around you, and build from there.

Be intellectually curious, read on industry topics, and study well performing brands and top sellers. You’ll discover how all this information will help shape you into a successful business owner and service provider.

Lastly, business growth and golden rule depends on acquiring and retaining customers. A consistent, high-level of customer service is essential.

Even better, technology can help with this through modern customer relationship management (CRM) software, benefiting both the businesses and customers alike. Technology is meant to make your life easier, use it.

Entrepreneurship is not easy, but once you get the hang of it, it will be hugely rewarding as you’re fulfilling something for yourself.