NHLANGANO – MTN Eswatini’s top executives concluded a countrywide engagement tour on Thursday, ending their final leg in Nhlangano after months of direct interactions with staff and customers across the kingdom.
The initiative, led by MTN CEO Wandile Mtshali and Fintech CEO Sam Shongwe, began in March and took the executive team to various regions, where they met with MTN staff — referred to internally as “MTNers” — to gather insights and strengthen internal alignment.
According to company insiders, the tour served as a platform for ground-level feedback, enabling leadership to better understand customer frustrations, expectations and opportunities for improved service.
A recurring theme during the engagements was the company’s renewed commitment to what it calls “Customer Obsession” — a strategy aimed at making customer experience central to MTN’s operations. Staff were reportedly encouraged to see every decision and product through the lens of user impact.
The visits also provided a morale boost to employees in outlying areas, who welcomed the chance to engage directly with senior leadership. The Nhlangano stop included sessions with local teams, where challenges specific to the region were discussed.
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