The company officially launched its 2025 Customer Service Week on October 5 at MTN Plaza in Ikeja, Lagos, with a lineup of activities extending across its regional offices nationwide.
Speaking at the launch, Ugonwa Nwoye, Chief Customer Relations and Experience Officer (CCRO) of MTN Nigeria, underscored the company’s ongoing transformation from transactional engagements to building deeper, trust-based connections with customers. “Our customers guide our progress. Every piece of feedback is an opportunity to improve, and every complaint helps us serve better,” she said.
Over the past year, MTN Nigeria has introduced several initiatives aimed at personalizing and simplifying customer experiences. These include advanced feedback systems integrated across its digital and retail touchpoints, real-time complaint tracking mechanisms, and AI-driven insights that allow the company to anticipate and resolve potential service issues before they escalate.
The 2025 Customer Service Week is themed “Limitless Possibilities” and features interactive activities such as live feedback sessions and open forums connecting customers, executives, and regulators. A major highlight of the week is Customer Engagement Day, during which MTN executives and staff will visit high-value customers, regulators, and business partners in Lagos, Abuja, and Port Harcourt to foster dialogue and strengthen partnerships.
According to Nwoye, the company’s long-term success depends on how well it listens to and evolves with its customers. “Customer experience now drives our business,” she noted. “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 over 84.7 million subscribers and a robust digital ecosystem, MTN Nigeria’s renewed emphasis on responsiveness and empathy reflects its strategic intent to remain a leading force in shaping Nigeria’s connected future. Through its customer-first philosophy, the company aims to redefine what seamless service and meaningful engagement look like in the telecoms industry.