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MTN to Boost Customers’ Experience with ‘CEM’

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MTN Nigeria has launched the first phase of its Customer Experience Management (CEM) platform, as part of efforts to address challenges that impede customers’ experience on the its network.

 

The platform was designed to boost customers’ experience from any location.

 

The platform, which is driven by cognitive analytical tool that is based on generated data about the customer, will allow MTN to monitor its network as well as customer behaviour and their challenges, from an operation centre, and moves to address the challenges in a quick response time.

 

MTN is partnering Nokia, which is the technology company that is providing the software and hardware infrastructure and the technical assistance that is driving the CEM platform.

 

Speaking at the launch of the solution, Mr. Ferdinand Moolman, CEO, MTN Nigeria, said the initiative was conceived two years ago, to monitor and address customers’ challenges on the MTN network and ensure that customers get the best of experience when on the MTN network.

 

He said the next phase of the launch of the tool would be the launch of an app, which customers could download on their mobile devices to trace network challenges, their causes and how to mitigate them seamlessly.

 

Mr. Uche Orsuji, general manager, Network Group at MTN,  said: “The MTN CEM initiative is a total transformation of how MTN perceived its customers.

 

“As the telecoms business is evolving, MTN is thinking of new ways to make customers stay on the MTN network without the least challenge from drop calls, inability to recharge phones, data depletion, poor voice clarity, among others.

 

“The essence is to make our customers satisfied and happy while on the MTN network. Instead of looking at the challenges of the network and the transmission equipment, we decided to invest in CEM tool that will rather take care of customers’ experience, find out their challenges and address them even before the customers know it.”

 

Also, Mr. Anthony Obi, General Manager, Business Intelligence at MTN, said the initiative would help MTN use cognitive analytics to understand customer needs and challenges and address them promptly.

 

Mr. Kolawole Oyeyemi, General Manager, Consumer Affairs at MTN, said: “The customers are important to MTN and would do anything that will make customers happy on the MTN network, hence investing in the CEM platform to boost customer experience.”


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Nigeria CommunicationsWeek believes that technology makes life more exciting and helps improve the lives of people around Nigeria and indeed the world. So since 2007, we have devoted our energy to independent reportage of technology and how they affect lives.

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Telecom

Meta, FMCIDE Unveil AI Accelerator to Drive Innovation in Nigeria

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Meta, in collaboration with the Federal Ministry of Communications, Innovation & Digital Economy (FMCIDE), has launched the Llama Impact Accelerator Program to foster AI-driven solutions across critical sectors in Nigeria.

The eight-month program will support early-stage startups developing AI innovations using Meta’s open-source Llama models. Target sectors include Agriculture, Security & Safety, Healthcare, and a wildcard category for other high-impact applications.

Speaking at the launch, Sade Dada, Head of Public Policy, Anglophone West Africa at Meta, emphasized the initiative’s role in advancing Nigeria’s digital ecosystem. “We are thrilled to partner with FMCIDE in supporting local AI talent. Open-source AI should be accessible and relevant to national challenges,” she said.

The program will begin with a six-week incubation period, offering technical training and mentorship from industry experts, followed by six months of extended support, including access to technical resources.

Minister of Communications, Innovation & Digital Economy, Dr. ‘Bosun Tijani, hailed the initiative as a “major step forward” in Nigeria’s AI development strategy. “AI will be a key driver of national growth, and this program equips innovators with the tools to tackle pressing issues,” Tijani stated.

The Llama Impact Accelerator aligns with Meta’s broader mission to democratize responsible AI access while fostering innovation in emerging markets.

In collaboration with academic and government stakeholders, the initiative is expected to accelerate Nigeria’s AI industry and drive impactful change.

Applications for the program remain open until June 27, 2025. More details can be found at llamaimpactssa.splashthat.com.


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Nigeria Leads the Charge in Green Innovation @MTN’s Africa PachiPanda Challenge

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In an era where climate change, youth unemployment, and food insecurity loom large over the continent, a powerful new force is rising — young African innovators building a green future from the ground up.

At the just-concluded Africa PachiPanda Challenge 2024, organised by MTN and WWF (World Wide Fund for Nature), Nigerian entrepreneur, Olabisi Rafatu Emmanuel, emerged as one of the continent’s top eco-champions, spotlighting the potential of purpose-driven innovation to rewrite Nigeria’s climate and development story.

While Moses Afopezi of Cameroon took home the top prize with AgricFresh, a smart solution combating post-harvest loss, Olabisi’s reusable menstrual products solutions as a waste transformation model earned her national applause and a seat at Africa’s sustainability table, emerging as the second-place winner.

Speaking during the announcement, MTN’s leadership underscored that this challenge goes far beyond accolades. “Together, we have the power to shape a greener, more sustainable Africa — one bold idea at a time,” Nompilo Morafo, Group Chief Sustainability and Corporate Affairs Officer, MTN, said.

The triumph comes at a time when Nigeria is grappling with the environmental menace of climate change in major urban hubs like Lagos, Abuja, and Port Harcourt, even as the Nigerian government is clamouring for smart innovations to address climate change issues such as climate funding, carbon trading and just energy transition.

The National Environmental Standards and Regulations Enforcement Agency (NESREA) recently reiterated calls for tech-based waste management solutions – making Olabisi’s innovation timely and impactful.

MTN says this is just the beginning. With plans to expand the PachiPanda Challenge to more countries and deepen support for eco-entrepreneurs, the telecoms giant is reaffirming its commitment to socio-economic development through green innovation.

As Nigeria sets its sights on achieving the Sustainable Development Goals by 2030, the PachiPanda story is a timely reminder that the answers may lie not in government halls – but in the dreams and drive of Nigeria’s young changemakers.


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Zinox Technologies Collaborates with FGN for VivaTech Paris 2025

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In what could be a turning point for Nigeria’s global tech ambitions, Zinox Technologies, a strategic integrated tech solution company and pride of Nigeria ICT ecosystem has been officially invited to represent Nigeria at VivaTech Paris 2025, one of the world’s largest technology and innovation events.

The invitation, extended in partnership with Nigeria’s Federal Ministry of Communications and Digital Economy, is seen as a strategic endorsement of Zinox’s over two decades track record of delivering digital infrastructure, innovation, and enterprise solutions across the country for government, corporates and homes including some African countries.

The four-day event, taking place from June 11–14, 2025, is a major fixture in the global tech calendar, drawing startups, corporates, investors, and tech leaders from across the world. Zinox is expected to engage with international players at its assigned booth while showcasing flagship projects and solutions that reflect Nigeria’s evolving digital capacity.

“Zinox represents the kind of indigenous innovation the world needs to see more of — practical, scalable, and deeply rooted in local challenges,” said one of the international event leads, who confirmed their excitement about Zinox’s participation. “It’s a unique opportunity to place African tech at the centre of global conversations.”

From Local Execution to Global Attention

Zinox’s reputation has largely been built on its ability to execute high-impact, often mission-critical tech projects for both public and private sector players. The company is known for powering most government and corporate sector tech infrastructure rolling out the most integrated ICT projects and partnering global manufacturers with it’s iPower renewable energy solutions. Zinox is credited with transitioning Nigeria from analogue to digital democracy, amongst many other critical projects for companies like Chevron, Shell, FIRS, CBN, NPC, and educational institutions just to mention a few.

Its inclusion at VivaTech reflects growing international curiosity about Nigeria’s digital innovation and infrastructure story, particularly from brands that have built success indigenously.

Konga, the e-Commerce Engine, Joins the Spotlight

In an interesting strategic angle, Zinox will also showcase Konga, the composite e-commerce group it acquired in 2018. The move united two major tech forces under one umbrella and enabled a fusion of logistics, fintech, and commerce with Zinox’s core technology expertise.

Since the acquisition, Konga has benefited from infrastructural reinforcements, platform upgrades and supply chain optimization, becoming Nigeria’s most efficient digital marketplace.


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