Telecom
Ericsson, MTN Partner to Improve CX Across Africa

MTN has implemented the Ericsson Customer Experience Programme (ECEP), in an effort to transform from a traditional operator into a modern, digital business.
Rolled out across eight networks, including Guinea Bissau, Liberia, Ghana, Benin, Nigeria, Cameroon, Rwanda and SA, the aim is to hone in on client needs and gain a 360-degree view of the customer experience.
Chatting to the media at AfricaCom 2019 about the findings of the Ericsson Mobility Report, Ericsson VP for MEA, Nicolas Blixell, and Navi Naidoo, MTN executive for network planning and design, discussed a special release of the report, which is focused on Ericsson’s partnership with MTN.
This paper highlights the impact of MTN’s ECEP efforts in two specific countries – Rwanda and Ghana.
“If you want to improve customer experience, you need to improve your networks. This is exactly what we set out to do,” explained Naidoo.
According to Naidoo, boosting network performance entailed activating new network features, expanding coverage and relooking site rollout strategies.
The results speak for themselves: from Q2 2018 to Q2 2019, MTN’s market share in Rwanda rose from 11% to 54%, its subscriber base grew by 23% and its revenue increased by 27%.
In Ghana, MTN’s voice and data revenue increased by 13% and 26% respectively. Beyond revenue and subscriber numbers, MTN also saw massive increases in its net promoter score (NPS), which gauges the loyalty of a firm’s customer relationships.
In Rwanda, its NPS rose from two in the first quarter of 2018 to 18 in the same period of 2019. Ghana’s increase wasn’t as dramatic – rising from eight in 2018 to 16 in 2019.
“If anything, these numbers illustrate how you can leapfrog your competitors if you have a high-performing network,” said Naidoo.
Ericsson also used the AfricaCom media briefing to present the findings of its first Technology for Good Impact Report, which details the positive social impact enabled by the company and its partners.
Guided by the Sustainable Development Goals, the report highlights the dynamic role the ICT sector has in enabling sustainable developments in Africa, explained Fida Kibbi, VP and head of marketing, communications and sustainability and corporate responsibility at Ericsson MEA.
Some of the case studies highlighted in this report include Ericsson’s Mobile Financial Services platform, which provides easy-to-use, secure, next-generation mobile financial services to 13 African countries.
Another is the brand’s Digital Lab programme. This initiative focuses on guiding older children through their first encounters with the world of programming and new technologies. It kicked off in SA this year.
According to Kibbi, the efforts highlighted in the report align with Ericsson’s sustainability and corporate social responsibility strategy, which aims to promote responsible business, boost climate/environment action and aid efforts towards delivering Internet for all.
To download the full Technology for Good Impact Report, click here. The special release of the Ericsson Mobility Report can be accessed here.
Telecom
NCC Committed to Regional Digital Integration – Maida


L-R – Engr. Aliyu Yusuf Aboki , Executive Secretary WATRA; Mrs Nneena Ukoa, Head Public Affairs, Nigerian Communications Commission; Hon. Clarence K. Massaquoi, Chairman Board of Commissioners, Liberia Telecommunications Authority; Kelechi Nwankwo, Director Corporate planning, strategy and Risk Management(NCC); Hon. Ben Fofana, Commissioner with oversight responsibility for Licensing and Regulation (LTA); Usman Mamman Director, Licensing & Authorization (NCC) during a courtesy visit to the Commission’s Headquarters in Abuja on 30th January, 2026.
Telecom
ITU Top Director Visits NITDA, Boosts Nigeria’s Digital Literacy Push

Dr. Cosmas Luckyson Zavazava, Director Telecommunication Development Bureau of the International Telecommunication Union (ITU), has paid a courtesy visit to the the National Information Technology Development Agency (NITDA) in Abuja, reinforcing growing cooperation on digital development.

NITDA
Dr. Zavazava was accompanied by the ITU Regional Director for Africa, Dr. Emmanuel Manasseh, as part of the ITU delegation.
The delegation was received on behalf of the Director General of NITDA by the Director of Corporate Planning and Strategy, Dr. Warowei Dimie, alongside other directors of the Agency.
The visit provided a platform for strategic engagement and exchange of ideas on key digital development challenges facing Nigeria, Africa, and other developing regions, with a shared focus on inclusive and sustainable ICT growth.
Speaking on behalf of the NITDA Director General, Dr. Dimie reaffirmed the Agency’s commitment to deepening collaboration with ITU, describing the organisation’s global experience as a valuable asset for transferring tested solutions and best practices to Nigeria’s local context.
He noted that digital skills and capacity building featured prominently in the discussions, as Nigeria pursues its ambitious target of achieving 70 percent digital literacy nationwide by next year, with encouraging progress recorded through partnerships with the private sector and other stakeholders.
The adoption of Nigeria’s National Digital Literacy Framework was highlighted as a major milestone, providing a structured and inclusive approach to skills development across different segments of society.
Attention was also drawn to the persistent challenge of limited connectivity in rural and underserved communities, with participants emphasising targeted interventions such as grassroots digital training and the deployment of National Youth Service Corps members as digital literacy ambassadors.
In his remarks, Dr. Zavazava outlined ITU-BDT’s mandate to bridge the digital divide, promote inclusive ICT development, strengthen regulatory frameworks, and support member states in building resilient digital infrastructure.
He noted that these priorities strongly align with Nigeria’s digital transformation aspirations, adding that ITU works across its 194 member states through regional and area offices, including its West Africa office in Dakar, Senegal, and the Africa regional office in Addis Ababa, Ethiopia.
Dr. Zavazava further highlighted ongoing collaboration with Nigeria on initiatives such as digital skills development, broadband infrastructure mapping, and cybersecurity.
He disclosed that Nigeria is among 11 sub-Saharan African countries benefiting from a €15 million ITU-European Commission project on broadband infrastructure mapping and modelling, while also participating in global cybersecurity drills organised by ITU in partnership with the United Arab Emirates, which attracted over 136 countries in the last edition.
The courtesy visit underscored the importance of sustained collaboration between international development institutions and national agencies, reaffirming the shared commitment of ITU and NITDA to leveraging ICTs for sustainable development, innovation, and inclusive socio-economic growth in Nigeria.
Telecom
Airtel Nigeria Commits to Upgrade of its Network Infrastructure for Improved Quality of Service

Airtel Nigeria has unveiled a robust update on a range of network, infrastructure and technology advancements that position the company at the forefront of quality of service leadership in Nigeria’s telecommunications industry.

Announced at its first media roundtable of 2026, the updates reflect sustained investments made over the past 12 to 24 months and signal an accelerated push to stay ahead of surging data demand in a rapidly digitising economy.
Speaking to senior editors and industry correspondents, Airtel Nigeria Chief Executive Officer, Dinesh Balsingh, said the company’s strategy is anchored on deliberate scale, depth and resilience.
“Over the last two years, we have invested with discipline and clarity to strengthen our network nationwide. Those investments are now translating into measurable improvements in performance, customer experience and reach, including in underserved and hard to reach communities,” he said. “In 2026, we are accelerating these upgrades because Nigeria’s data appetite is growing, and leadership in this industry will belong to those who plan ahead.”
At the core of Airtel Nigeria’s quality of service drive is the rapid expansion of its network footprint. Since December 2023, the company has increased the number of network sites by 15.5%, adding 2,242 new sites and bringing its total to nearly 16,711 nationwide. Further deployments are planned in 2026 to strengthen coverage, capacity and resilience across urban and rural locations.
Network capacity upgrades have also reached significant scale. In 2025, Airtel completed capacity enhancements on 30% of its sites, covering over 5032 sites nationwide.
Today, 99% of Airtel Nigeria’s sites deliver high-speed 4G mobile broadband, establishing the operator as a full nationwide 4G network. This year, capacity upgrades are being extended to more sites to sustain performance as data usage continues to rise.
According to Harmanpreet Singh Dhillon, Chief Technology Officer, spectrum depth and optimisation remain critical to network quality. “We have increased our 4G spectrum by 10MHz and we are actively optimising our holdings. These actions allow us to support higher data throughput, better speeds and more consistent service, especially in high-traffic areas,” he said.
Airtel Nigeria is also accelerating its 5G rollout. Over the last three months, the company has more than doubled the number of active 5G sites. The accelerated 5G upgrade happening now will connect the top 20 Nigerian cities to high-speed 5G networks, with a significant part of Airtel’s network in these cities becoming 5G-enabled in the coming year.
Beyond terrestrial infrastructure, Airtel is extending connectivity through space-based solutions. The company has established and signed partnerships with satellite providers OneWeb and Starlink, enabling enterprise-grade connectivity for businesses in remote locations, hard to reach areas and operational outposts. Recently, Airtel announced Nigeria’s first Direct-to-Cell partnership with Starlink, a breakthrough that will allow customers to remain connected while travelling through deep remote areas and enable small rural communities to access Airtel’s digital and fintech services.
The backbone supporting these services continues to expand. Airtel Nigeria has built an extensive fibre footprint across almost all states, developed through years of sustained deployment. Following the announcement to double capital expenditure last year, the company committed to expanding its fibre network by 25%, and intensive rollout activity is ongoing across cities and states. Airtel has also confirmed plans to extend its fibre footprint even further, both within major cities and between states.
A pivotal national milestone is also on the horizon. Nigeria currently relies on a single internet submarine cable landing and breakout point in Lagos. Airtel Nigeria has announced that it will launch a second internet breakout from the South of Nigeria, leveraging the 2Africa submarine cable. In partnership with 2Africa, Airtel will shortly begin carrying internet breakout traffic from Kwa Ibo in Akwa Ibom State.
“This will create a faster and alternative path for large parts of the North and South, improve resilience for the entire ecosystem. Airtel is proud to take the lead in making this happen,” Balsingh said.
Underpinning these advances is a robust IT and cloud backbone. Airtel Nigeria operates an enterprise-grade private cloud with thousands of virtual machines, managing massive storage and compute power across locations.
The infrastructure includes large GPU clusters, supporting AI-driven applications such as fraud detection, intelligent network self-healing and advanced customer analytics.
The company recently announced the upcoming launch of its hyperscaler-ready 38 megawatt data centre in Eko Atlantic. This is designed for Nigeria’s next phase of digital growth, powered by AI.
From a customer access perspective, Airtel Nigeria maintains one of the largest retail footprints in the country. Its products and services are available in over 200,000 outlets nationwide, supported by more than 4,000 exclusive shops across all local government areas and 250 flagship stores.
Balsing added that, “Quality of service today is about resilience, redundancy and intelligence, and that is what Airtel is delivering. From fibre to cloud to satellite-enabled connectivity, we are building a platform that allows Nigerian businesses to scale with confidence, regardless of location.”
He reaffirmed Airtel Nigeria’s long-term commitment to the country. “Our focus is consistent investment, disciplined execution and deep confidence in Nigeria’s future,” he said.
Aside from Singh Dhillon, other members of the Airtel Nigeria leadership on hand with subject matter expertise at the roundtable included Director, Airtel Business, Ogo Ofomata; Director, Marketing, Ismail Adeshina; Director, Information Technology, Kemi Ariyo; and Director, Corporate Communications and CSR, Femi Adeniran.
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