Pan-African operator MTN is looking to offer a “second-to-none” user experience, driven by its recently launched PACE framework, with a focus on enhanced digital infrastructure, operations and services. In an interview with TelecomTV, MTN’s group O&M officer and WECA CTIO, Mohamad Kiwan, shared his insights into the African telco giant’s digital transformation journey and the efforts it has made to improve the customer experience . The focal point of this journey is its PACE (platform, agile, connectivity and experience), which the operator launched in 2022 as part of its broader Ambition 2025 strategy that aims to accelerate growth and maximise the value of MTN’s infrastructure assets and platforms. Putting MTN’s digital transformation through its paces Looking at some of the key aspects in the PACE framework, Kiwan explained that offering a “second-to-none”experience is paramount for MTN. To achieve it, the telco adopts the network net promoter score (N-NPS) and umlaut rankings to measure user experience. It also uses cross-domain data convergence and analysis to achieve “excellent network performance” and, as a result, satisfactory customer experience. To achieve a “leading performance”, the company is also working towards having resilient and sustainable sites. It is using AI and machine learning (ML) […]
K&X Design and Investment Technology, LLC
Invest The Invisible Impact
K&X Design and Investment Technology, LLC
Invest The Invisible Impact
