Technology company, Globacom, has observed the 2025 Customer Service Week with a restatement of its commitment to excellent service deliver. The celebration at Globacom’s Call Centre added colour to this year’s observance, as management and staff came together to honour excellence in customer relations.

Distinguished customer support personnel received Awards of Excellence and valuable prizes in recognition of their outstanding service, dedication, and professionalism. The event reflected Globacom’s belief that motivated employees are the foundation of superior customer satisfaction.

The Director of the Customer Care department, Catherine Bomett shared her heart felt appreciation , “To the customer care staff, the team, my team, all of us here who are sitting here, the true frontliners of our organisation. I am so very grateful to you. Thank you for showing up every day with dedication. Sometimes you come and it feels like the world has come to an end, but you still deliver and are able to give services required. You provide empathy, resilience; you are the heartbeat of our service, never forget that. Constantly transforming challenges to memorable experiences for our customers. Thank you so much.”

This year’s theme, “Mission Possible,” represents a resolute pledge from Globacom to evolve alongside the needs and aspirations of its clientele. The message is clear: it will not rest on its successes but embrace change, responding with purpose and precision to the demands of a new era.

At the heart of this renewed commitment are strategic initiatives aimed at enhancing the customer experience. Investments in network expansion and service quality demonstrate this promise. In a country where connectivity drives social interaction and economic growth, Globacom aims to lead through innovation, accessibility, and reliability.

Equally crucial is the company’s commitment to modernising its customer support systems. In an age where rapid communication is vital, Globacom recognises that responsiveness is key. The focus is on quicker complaint resolution, efficient service channels, and a proactive approach to preventing issues before they arise.

Globacom is also expanding its self-service options, empowering customers to manage their accounts with ease. Enhanced mobile applications, intuitive online platforms, and improved USSD functionality prioritise customer control, transparency, and trust. Clear billing, timely communication, and the elimination of hidden charges reinforce accountability.

A defining element of Globacom’s message during Customer Service Week is its enduring mission to provide accessible, affordable, and innovative telecommunications for all Nigerians. This principle has guided the company since its pioneering Per Second Billing innovation, which shifted power from provider to consumer. The commitment has endured through market changes and continues as the company advances into the 5G era.

For Globacom, customer service is more than an operational task; it is a philosophy and a moral obligation. Each interaction represents a moment of truth—an opportunity to demonstrate integrity, competence, and care.

As the company celebrates Customer Service Week 2025, it makes a tangible promise to millions of Nigerians—entrepreneurs, students, and professionals alike—whose daily lives depend on mobile connectivity.

Globacom is not just a technology provider; it is a people-centric organisation. It understands that behind every call, message, or data session lies a story, a need, a hope.

By commemorating Customer Service Week 2025, Globacom underscores that exemplary service is not an isolated act but a consistent practice rooted in purpose and driven by excellence. While the path ahead may present challenges, Globacom is prepared for the journey—and poised to lead the way.

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.

Nigeria’s telecom sector suffered more than 40,000 cases of disruptions in the first eight months of 2025, dealing a heavy blow to broadband expansion and service delivery across the country.

Aminu Maida, executive vice chairman of the Nigerian Communications Commission (NCC), disclosed the figure at the Business Roundtable on Improving Investments in Broadband Connectivity and Safeguarding Critical National Infrastructure, held at the NCC Digital Economy Complex in Abuja.

According to him, the disruptions comprising 19,384 fibre cuts, 3,241 cases of equipment theft, and over 19,000 denials of access to telecom sites have resulted in prolonged outages, significant revenue losses, increased security costs, and delays in restoring services for millions of users.

“These incidents demonstrate why infrastructure protection must remain at the centre of our collective agenda. Without it, Nigeria risks stalling its broadband ambitions,” Maida said.

The EVC noted that broadband expansion is further slowed by fragmented and unpredictable Right of Way (RoW) policies across states, which create delays and cost uncertainties for operators

He added that inconsistent enforcement of infrastructure protection, weak coordination with road authorities, poor construction planning, energy supply volatility, multiple taxation, and bureaucratic permitting processes are compounding the sector’s challenges.

Despite these hurdles, Maida stressed the vital role of broadband in driving Nigeria’s economic growth.

As of August 2025, broadband penetration stood at 48.81 percent, with more than 140 million Nigerians connected to the internet.

said research indicates that a 10 percent rise in broadband penetration could add about 1.38 percent to Nigeria’s Gross Domestic Product (GDP).

“Broadband access transforms local markets into global ones, expands opportunities for our youth, and turns state economies into innovation-driven ecosystems. If countries like Rwanda and India have leveraged broadband to reposition their economies, Nigeria with its young and vibrant population can do even more if we provide reliable and affordable high-speed connectivity,” he said.

Maida reaffirmed Nigeria’s commitment to the National Broadband Plan (2020–2025), which targets 70 percent broadband penetration and the deployment of 90,000 kilometres of fibre optic backbone infrastructure by the end of 2025.

He highlighted several interventions already undertaken by the Commission to address the challenges confronting broadband infrastructure.

One of the most significant, he said, was the signing of the Critical National Information Infrastructure (CNII) Order by President Bola Ahmed Tinubu in June 2024.

The directive, which empowers law enforcement agencies to act decisively against vandalism and theft of telecom assets, has been operationalised by the NCC in collaboration with the Office of the National Security Adviser (ONSA). This has led to the enforcement of security standards across sites as well as the prosecution of offenders, with ONSA dismantling major cartels behind equipment theft in recent years.

On Right of Way (RoW) charges, Maida noted that progress is being made through sustained advocacy with state governments.

Eleven states now waive RoW fees entirely, while 17 others have capped the rates at the agreed N145 per linear metre.

In the past two years alone, Adamawa, Bauchi, Enugu, Benue, and Zamfara joined the list of states eliminating RoW charges, creating a more enabling environment for operators to expand network infrastructure.

The NCC has also worked to strengthen investor confidence in the sector.

Earlier in 2025, the Commission approved cost-reflective but competitive tariff rates, a regulatory intervention that has already unlocked new commitments of over $1 billion in broadband investments by operators to extend coverage and capacity nationwide.

Beyond policy and regulatory measures, the Commission has embarked on broad public awareness initiatives designed to mobilise communities in safeguarding telecom facilities.

These campaigns, running across radio, television, social media, and local engagement programmes, aim to ensure citizens understand the importance of protecting infrastructure that underpins the country’s connectivity and economic growth.

Despite these efforts, Maida cautioned that the sector remains vulnerable without collective action. He urged state governors to adopt uniform RoW policies, protect infrastructure, and establish clear permitting procedures, warning that delays in policy alignment could leave Nigeria behind in the global digital race.

“In earlier times, a community without electricity or railways could still survive. But today, a community without digital connectivity is invisible, cut off from education, healthcare, markets, and opportunities. We must act decisively—state by state, community by community to ensure no one is left behind” he said.