Telecom
MTN Redefines Customer Experience with CEM
In a bid to solve customer related issues, MTN in partnership with Nokia have unveiled revolutionary customer experience management system that would address challenges impeding customers experience on its network
The proprietary solution was designed to provide a complete view of customer experience, device analytics, network experience and usage.
This will help the company better and much quicker understand network quality/user issues, reduce customer churn, grow usage, achieve best experience in the market and lead to a more positive net promoter score (NPS).
The project which commenced in MTNN late 2017 with the deployment of platforms and a Service Operations Centre (SOC) at VGC was presented to media, stakeholders and regulatory agencies at the Intercontinental Hotel, Victoria Island, Lagos, on Wednesday, June 27, 2018.
After presentations and a brief question and answer session, the guests were conveyed to the Service Operation Centre (SOC) in VGC, Lagos for the commissioning and use case demonstration.
Ferdi Moolman, Chief Executive Officer, MTN Nigeria, speaking at the launch event, said, “We have always been a customer centric organization, placing unmeasurable value on our customers and their experiences, and constantly seeking ways to better serve them.
“We are very excited about this launch today as it marks a new era in customer relations not just for us as MTN and our customers, but also for telecommunications and the technology ecosystem as a whole”
Kola Oyeyemi, General Manager, Customer Experience, MTN Nigeria, commenting at the event, said; “Our customers are our most critical asset as an organisation, and this has driven us to seek for partnerships that will make our customers delighted.
“The new CEM system will help us anticipate the problems customers might face even before they experience it, and this helps us tackle those problems ahead of time.
“This means customers don’t have to go through any nasty experience and the service is also at no extra cost to the customer.”
This solution alongside the strings of other innovative steps taken by the company is reflective of its leadership role in Nigeria’s fast-growing ICT space and its obsession with service quality management shows an undying commitment to making life easier and brighter for its customers.
Telecom
Celebrating African Creativity: Made by Africa, Loved by the World’ Returns for Its Fifth Year
The “Made by Africa, Loved by the World” campaign is back for its fifth year, celebrating African creativity and global influence. This year’s theme, “Where Culture Meets Connection,” highlights how social media fosters conversations around cultural moments worldwide.
The campaign features three cinematic films premiering on the Meta Africa page, showcasing the groundbreaking work and personal stories of six dynamic African creatives.
These artists, from Nigeria, Kenya, Ghana, and South Africa, represent diverse disciplines, including rap, animation, dance, photography, fashion, and videography.
Here are some of the featured talents:
- Ladipoe (Nigeria) – A BET-nominated rapper known for blending global hip-hop with African rhythms.
- Fatboy Animations (Kenya) – An animation studio founded by Michael Muthiga, recognized by Forbes for its original African storytelling.
- Lisa Quama (Ghana) – A dancer who gained fame after appearing in Beyoncé’s “Already” music video.
- Gilbert Asante (Ghana) – A photographer and creative director featured in GQ and Glam Africa.
- David Tlale (South Africa) – A fashion designer whose bold designs have been showcased at major fashion events, including the Met Gala.
- Ofentse Mwase (South Africa) – A filmmaker with over 24 international awards for his unique visual storytelling.
Kezia Anim-Addo, Communications Director for Africa, Middle East & Turkey, emphasized that the campaign not only celebrates individual success stories but also showcases how culture and social media drive meaningful connections and inspiration.
Association of Telecommunications Companies of Nigeria (ATCON), has raised the alarm over a diesel supply crisis caused by an ongoing strike by the National Union of Petroleum and Natural Gas Workers (NUPENG).
Mr Tony Emoekpere, president, ATCON in a statement said that the fuel supply disruption is critically affecting telecom base stations, pushing them to the brink of a shutdown and threatening millions of mobile and internet users in the region.
“This strike, which stems from the persistent harassment of tanker and petroleum product drivers by police officers in Lagos State, has effectively halted all truck loading operations and fuel movements,” Emoekpere stated.
He explained that diesel supply to telecom infrastructure has been severely impacted, leaving critical sites with dangerously low fuel levels.
According to him, if urgent measures are not taken, the situation could escalate into a full-blown network blackout, disrupting essential services, including mobile and internet access, business operations, emergency response systems, and daily communications.
ATCON has called on the governors of Lagos and Ogun states to intervene immediately by facilitating the release of diesel from depots to telecom operators to prevent further deterioration of the situation.
“This is not just a telecom issue—it is a national emergency that could cripple economic activities and compromise public safety,” Emoekpere stressed.
The association also appealed to security agencies and petroleum unions to resolve the crisis swiftly to safeguard Nigeria’s connectivity and economic stability.
ATCON emphasised that a prolonged disruption in fuel supply to telecom infrastructure could have far-reaching consequences for both businesses and individuals who rely on stable communication networks for daily operations.
In 2023, Nigerians spent a total of about ₦5.3 trillion on telecommunications services, which includes calls, data, SMS, and other telecom services, according to the Leadership.
Specifically for voice calls, Nigerians made approximately 408.5 billion minutes of local calls, generating around ₦3.28 trillion from outgoing calls and ₦3.23 trillion from incoming calls, totaling about ₦6.51 trillion in call-related revenue according to projections based on 2023 call volumes and tariff data.
However, the ₦5.3 trillion figure represents the overall telecom sector revenue, with voice calls being a major component but also including data and other services.
For individual spending, MTN subscribers spent an average of ₦2,508 monthly on voice calls in 2023, showing a 14.4% increase from 2022, while Airtel customers spent about ₦1,694 monthly on voice calls.
Total telecom spending (calls, data, SMS, etc.): ₦5.3 trillion in 2023
Estimated revenue from voice calls alone: around ₦6.5 trillion based on call minutes and tariffs
Average monthly spending on calls per subscriber: ₦1,694 to ₦2,508 depending on the network
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