This was during the MTN Global Leadership Gathering annual conference themed ‘Leading through Values’ which was aimed at reinforcing values as a foundation, what they stand for and how leaders and team players shape MTN’s culture.
The conference brings together its global leaders from across the continent, to enable them with skills and knowledge to lead successfully and bring out the best in their teams. The event took place in South Africa this year hosted by MTN SA CEO Charles Molapisi, together with his EXCO team with an address from MTN Group President Ralph Mupita with talks on life and work and striking the right balance between the two.This was the first time since 2020 that MTN Group Leaders from across 18 markets met up in person for the annual Group Leadership Gathering.
MTN Chief Executive Officer (CEO) Wandile Mtshali said the Customer Experience Agenda has been a priority for MTN over the past few years. He said they had been intentional on gauging their performance through independent assessors who assist in collecting customer feedback.
“The feedback we receive from customers is invaluable because it provides us with opportunities to address their needs thus improving experience. By taking an outside in approach, be it network, products or service we are able to identify gaps which I believe is the reason we have been awarded,” added THE CEO.
According to MTN Customer Service Lead Gciniwe Fakudze, service with humility is core to their values at MTN as they continue to focus on their customers and listening to their voice. MTN Eswatini also recently won the Best Network Award and attained highest Network Provider Score for the second time in a row in Eswatini.
“Being No 1 in Eswatini to us simply means more work still needs to be done. Humility to us speaks to listening more to better understand what still needs to be done,” said Customer Experience Lead Gciniwe Fakudze.
She said the goal was to be the contact centre of the future as they move from multi to omni channel which benefits the customer.
“Digitize, digitize, digitize. Best service is giving our customers the power to self-serve at their convenience. Automating our high volume customer journeys is critical so as to ensure that our service is digitized in order to automate the business,” added Fakudze.
She went on to say that their people from the Contact Centre, stores and agents in all corners of the country and the entire MTN Family were their physical contact with their customers.
“Thank you for your can do customer attitude, you are a differentiator,” added Fakudze.
Apart from the overall being the overall winner for Leading Customer Experience, MTN Eswatini was also first runner up for Build the Largest and Most Valuable Platform: FINTECH as well as first runner up for Million Dollar Challenge.