Customer Service Week: MTN Deepens Customer-Centric Strategy to Drive Long-Term Growth
MTN Nigeria has reaffirmed its dedication to prioritizing customers through a revitalized, customer-focused strategy aimed at building stronger relationships, enhancing service quality, and ensuring long-term growth in a highly competitive telecoms market. The company launched its 2025 Customer Service Week on October 5, 2025, at the MTN Plaza in Ikeja, Lagos, with activities extending across various locations nationwide.
During the event, Ugonwa Nwoye, Chief Customer Relations and Experience Officer (CCRO) of MTN Nigeria, emphasized the company’s shift from transactional interactions to cultivating meaningful, trust-based relationships. “Our customers guide our progress. Every piece of feedback is an opportunity to improve, and every complaint helps us serve better,” she stated.
Over the past year, MTN Nigeria has introduced several initiatives to personalize and streamline customer service, including deploying advanced feedback systems across digital and retail channels, implementing real-time complaint tracking, and leveraging AI-driven insights to proactively address potential service issues.
Throughout Customer Service Week, MTN Nigeria is translating its commitment into action through nationwide activities under the theme “Limitless Possibilities,” including live feedback sessions and direct dialogues between executives, regulators, and customers. A key highlight is Customer Engagement Day, where MTN teams will visit high-value customers, regulators, and key partners in Lagos, Abuja, and Port Harcourt to deepen relationships and gather insights.
The company believes that a human-centered approach will not only elevate customer satisfaction but also bolster its long-term commercial success. “Customer experience now drives our business,” added the CCRO. “We are designing every aspect of our service around what our customers tell us they need. That’s how we grow—by growing together with them.”
With a subscriber base of 84.7 million and a comprehensive digital ecosystem, MTN’s renewed focus on listening and responsiveness positions it as a key partner in Nigeria’s connected future.