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MTN Deepens Customer-Centric Strategy to Drive Long-Term Growth

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MTN Nigeria is reaffirming its commitment to placing customers at the core of its business through a renewed, customer-centric strategy that focuses on listening, learning, and acting on feedback.

This initiative forms part of a wider effort to strengthen brand loyalty, enhance service quality, and drive sustainable growth within the competitive telecoms landscape. The company commenced its 2025 Customer Service Week on October 5, 2025, at the MTN Plaza, Ikeja, Lagos, and various other sites nationwide.

Speaking at the event, the Chief Customer Relations and Experience Officer (CCXO, MTN Nigeia Ugonwa Nwoye, stated that the company is consciously evolving from mere service transactions to building meaningful relationships founded on trust and responsiveness. “Our customers dictate our progress. Every piece of feedback helps us to improve, and every complaint is an opportunity for us to deliver a better service,” she commented.

Over the past year, MTN Nigeria has implemented several measures designed to simplify and personalise its service. These include integrating advanced feedback systems across digital and retail channels, real-time response tracking for complaints, and utilising AI-driven insights to anticipate and resolve service disruptions before they impact users.

During this year’s Customer Service Week, MTN Nigeria is translating its customer promise into tangible action through nationwide “limitless possibilities” activities, live feedback sessions, and direct discussions between executives, regulators, and customers.

The week also features a Customer Engagement Day, where MTN teams will visit high-value customers, regulators, and key business partners in Lagos, Abuja, and Port Harcourt to gather insights and deepen relationships.

The company is confident that this human-first approach will not only boost satisfaction levels but also reinforce its long-term commercial performance.

“Customer experience is now a fundamental business driver,” the CCRO added. “We are designing every aspect of our service based on what customers tell us and what they require. That is how we will grow: by growing alongside them.”

With 84.7 million subscribers, digital ecosystem that extends beyond voice and data, MTN’s renewed emphasis on listening strengthens its position as a partner in Nigeria’s connected future.


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Ugo Onwuaso is an ICT enthusiast. He believes technology should be used for general good. He holds a Master of Public Administration (MPA) degree from the Lagos state University. Dear Reader, Your support matters. But we believe that technology makes life more exciting and helps improve the lives of people around Nigeria and indeed the world. That is why, we have devoted our energy to independent reportage of technology and finance and how they affect lives. Our incisive and analytical view of how technology news affects the daily life help individuals and organizations make up their minds. Quality journalism costs money. Today, we're asking that you support us to do more. Kindly support our effort to deliver technology and finance journalism to everyone in the world. Donate as little as N1,000. Bank transfers can be made to: UBA Plc 1017156876 Communication Week Media Ltd

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MoMo PSB, SMEDAN Forge Pact to Digitise Nigeria’s SMEs

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MoMo PSB, MTN Nigeria’s fintech powerhouse, sealed a game-changing pact with the Small and Medium Enterprises Development Agency of Nigeria (SMEDAN) on February 3 at its Victoria Island headquarters, unleashing digital and financial tools to turbocharge SMEs nationwide for seamless operations, revenue surges, and sustainable scaling.

MoMo PSB, SMEDAN Forge Pact to Digitise Nigeria's SMEs

MoMo PSB, SMEDAN

The partnership arms SMEDAN-registered merchants with MoMo’s multi-channel arsenal—apps, POS, USSD, partner portals, and custom platforms—to hoover payments across streams, automate payrolls, juggle tills and shop chains, and boss core business metrics from one slick dashboard.

This powerhouse duo targets Nigeria’s SME engine room, where digital chokepoints throttle growth, injecting MTN’s MoMo muscle to slash friction and unlock efficiencies for mama-put hustles to mid-tier factories alike.

Industry watchers hail the MoU as a masterstroke in President Tinubu’s economic revival playbook, fusing government SME scaffolding with private-sector fintech firepower to birth a new breed of digitally dominant entrepreneurs primed for AfCFTA conquests.


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MTN Ignites Teacher Revolution: 5,000 Digitally Armed for Phase Two

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MTN Foundation and SAIL Innovation Lab have roared into Phase Two of their blockbuster Teachers Fellowship Programme, onboarding 5,000 elite educators from Nigeria’s 36 states and the FCT since January 13 to turbocharge public schools with cutting-edge digital wizardry and global teaching firepower.

MTN Ignites Teacher Revolution: 5,000 Digitally Armed for Phase Two

MTN

This mobile-first crusade, laser-focused on arming primary and secondary school titans for the digital economy showdown, kicks off with a grueling four-week virtual bootcamp via WhatsApp and Google Classroom—slashing travel barriers for even the remotest rural warriors.

Organisers promise peer-to-peer fireworks and real-time gut-checks, capping Stage One with a virtual gala saluting milestones before culling the pack to a fierce “Top 500” via engagement, assessments, and hustle for Phase Two’s inquiry-based mastery and deep-dive digital metamorphosis.

MTN Foundation’s Executive Director Odunayo Sanya lit the fuse: “Teachers are the backbone of our education system. By empowering them with digital competencies and innovative teaching methods, we are directly investing in the future of our youth.

This Fellowship Programme is designed to ensure that our educators are not just keeping pace with global best practices but are actively shaping the next generation of innovators and leaders.”

Nigeria’s heftiest private teacher uprising scales from last year’s triumphs, minting classroom commandos as state ambassadors to ignite inquiry-driven, tech-fueled learning revolutions coast-to-coast.


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Onafriq, PAPSS Launch Wallet-Based Payments Pilot from Nigeria to Ghana

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Onafriq Nigeria Payments Ltd, a CBN licenced payment service provider, partners with The Pan-African Payment and Settlement System (PAPSS) to pilot the continent’s first wallet-based outbound payments from Nigeria to Ghana – fully in Naira and instant, without relying on hard currency conversion, in partnership with Banks and Mobile Money Operators.

Onafriq, PAPSS Launch Wallet-Based Payments Pilot from Nigeria to Ghana

The pilot service, approved by the Central Bank of Nigeria (CBN), enables cross-border intra-Africa payments for individuals, merchants, and traders.

In particular, the service will benefit SMEs, the real engine of intra-African trade; all now have access to a faster, cheaper way to reach customers and suppliers across the border.

By reducing barriers to cross-border trade, the new service will allow these businesses to grow their addressable markets and activity. From the 1st of December, this service will be fully operational for a 6-month period.

Through the partnership with PAPSS, Onafriq is supporting the operationalization of the AfCFTA (Africa Continental Free Trade Area) mandate.

The mandate itself is driving tariff-free trade for the 54 member states of AfCFTA. Within the partnership itself, Onafriq provides the mobile money rails, with an ecosystem consisting of over 1 billion mobile wallets.

Meanwhile, PAPSS brings a network of over 160 commercial banks, representing an ecosystem of more than 400 million bank accounts across its 19 African countries of operation.

The two partners are essentially seamlessly connecting two worlds: mobile money and banking. As a consequence, intra-African trade transactions will take place more easily and opportunities will be created.

Currently, Africa is made up of bank and mobile-led markets, with siloes often inhibiting transactions between these economies. However, this partnership will remove these boundaries. With over one billion mobile wallets and 500 million bank wallets across Africa, this partnership will allow for cross-border collaboration at scale.

This partnership builds on Onafriq and PAPSS’ existing partnership for payments into Ghana, announced earlier this year.

Mxolisi Msutwana, Managing Director Anglophone West Africa said, “Our work with PAPSS shows what collaboration at scale can unlock—seamless, secure connections between banking systems and mobile money ecosystems.

“This is how we open bi-directional trade corridors, reduce costs for businesses, and give African enterprises the rails they need to trade with confidence in their own currencies. The vision is continental, but it starts with practical steps like this one.”

Ositadimma Ugwu, Chief Information Officer, PAPSS, added “Too often, African businesses and individuals see borders as roadblocks instead of opportunities. With this step, we’re challenging that mindset, giving Nigerians the ability to send value next door with the same ease as sending a text message.

“Our vision is simple: make Africa’s borders invisible to payments. This pilot makes that a reality, moving us closer to a continent where payments don’t pause at the border.”

This new Nigeria-to-Ghana outbound capability builds on the successful Ghana-to-Nigeria instant payments corridor launched earlier this year – further proof that Africa’s payments future is local, instant, and inclusive.


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