Airtel Nigeria has concluded its maiden Customer Forum in Lagos, bringing together regulators, high-volume data subscribers, 5G customers, and key stakeholders in a landmark engagement aimed at addressing concerns around data usage, transparency, and customer experience.
The event, held at the Lagos Travel Inn Hotel in Ikeja, marked a significant step by the telecommunications company to deepen customer engagement and build trust in Nigeria’s fast-evolving digital landscape.
Delivering the keynote, Ismail Adeshina, Director of Marketing at Airtel Nigeria, described the forum as a defining moment for both the company and the industry. He emphasised that data has become central to everyday life, from business transactions to education and healthcare, but concerns around value and consumption remain valid. “Data is no longer a luxury; it is a necessity as essential as electricity and water. However, as usage grows, customers are asking an important question: ‘Am I truly getting value for the data I purchase?’ This is not just a technical issue; it is a matter of trust,” Adeshina said.
The forum also featured contributions from the Nigerian Communications Commission (NCC). Freda Ruth Bruce-Bennett, Director of the Consumer Affairs Bureau, reaffirmed the regulator’s commitment to protecting consumer interests and ensuring service quality. She noted that data consumption has become deeply integrated into daily life, making any perceived loss of data a significant concern for users. Bruce-Bennett encouraged customers to take advantage of the NCC’s consumer portal, which provides guidance on data management and a platform for lodging complaints.
On customer engagement, Oladokun Oye, Airtel Nigeria’s Customer Experience Director, highlighted the company’s multi-channel approach, including over 1,000 exclusive shops, a dedicated contact centre, and digital platforms such as the MyAirtel App and AI-powered chatbots. He stressed that Airtel’s focus is on clarity, transparency, and real-time usage tracking. The forum forms part of a broader industry effort, in collaboration with the NCC, to promote data awareness and improve customer education. Airtel noted that insights from the session will inform future improvements in service delivery and digital tools, reinforcing its commitment to a more inclusive and transparent digital economy.