By Chukwuma Umeorah
The Chief Executive Officer of MTN Nigeria, Karl Toriola, has pledged the company’s renewed commitment to transparency and responsiveness in addressing customer concerns, as the telecoms provider held its first-ever Customer Engagement Day (CED) in Lagos.
Speaking during the event, Toriola fielded real-time questions from customers, responding to issues ranging from data quality to customer service gaps. “We’ve invested heavily to build a network that delivers value for money. While data in Nigeria remains among the most affordable globally, our priority is quality and consistency that truly powers ambition. Today is about transparency: answering your questions, listening to your concerns, and showing that MTN is not just a service provider; we are a partner in your journey,” he said.
The company emphasised that the Customer Engagement Day was designed as an open forum for dialogue between MTN executives and customers. The hybrid event, themed “We See You. We’re With You,” featured sessions on digital literacy, data usage, youth mentorship, and financial inclusion, aimed at improving subscriber experience and usage efficiency.
The Chief Operating Officer of MTN Nigeria, Ayham Moussa, in his opening remarks, highlighted the company’s long-standing connection with Nigerians, noting that its operations were built with input from ordinary citizens. “When MTN began, it was built by people like you: engineers, entrepreneurs, everyday Nigerians. Today, we connect over 80 million people, and our focus remains simple: to stand with you in your hustle, support your ambitions, and make life easier. This journey is about listening, improving daily, and being a shield for homes and businesses across Nigeria,” he said.
A key session on Data Usage and Management offered participants practical guidance on how to manage and conserve data, with many customers raising questions about consumption patterns and transparency in billing. MTN’s Chief Customer Relations & Experience Officer, Ugonwa Nwoye, stated, “We know how essential data is; it’s how we live, work, and connect. From parents streaming classes to small businesses on Zoom, we see your daily realities. That’s why we’re focused not just on providing data but on helping you use it better, with practical tools and tips that put you in control. We hear you, and we’re acting on what you’ve told us today.”
The Chief Marketing Officer of MTN Nigeria, Onyinye Ikenna-Emeka, reiterated the importance of continuous engagement: “Today has been about listening, learning, and connecting with you. We’ve heard your complaints, your ideas, and even your personal stories. From parents balancing their children’s needs to businesses working tirelessly online, be assured that we listen, we care, and we do. Your trust means everything to us, and we’re committed to turning today’s conversations into real actions.”
Ikenna-Emeka stressed that MTN Nigeria seeks to reposition itself not only as a telecom operator but also as a listening partner in the everyday lives of its subscribers.
The event also provided a platform for small businesses, young professionals, and digital creators to interact with MTN leaders during Speed Mentorship sessions, where they shared their goals and received guidance on navigating the digital economy, technology adoption, and entrepreneurial strategy. Visitors engaged with various thematic lounges, including MoMo PSB, MTN’s fintech subsidiary, where tools for financial inclusion were showcased. Other activities included a digital skills academy, interactive tech demonstrations, and a startup pitch challenge, reflecting MTN’s efforts to align services with evolving customer needs.
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