Ghanaian consumers are increasingly demanding on the quality of services. They also want more offers that look like them. The transformation of telecom operators is essential to meet these needs.
In Ghana, MTN announced its intention to become “ a digital operator in 2023 ”. Through this profound transformation, Sam Addo the president and CEO, who revealed it on Sunday February 21, underlines that the company wants to improve the customer experience and create value for shareholders.
” We will take advantage of new technologies such as Big Data, artificial intelligence, machine learning, to deliver a fully automated and personalized user experience and self-service options to our customers, ” he said. . He pointed out that MTN Ghana has invested nearly 300 million USD in its network since 2019 to achieve this digital transformation which also takes into account the deployment of broadband across the country.
The Covid-19 has come to rekindle competition in the telecoms sector. Consumers are now more demanding on the quality of the services they pay. In addition, their needs have changed. They are expressing more and more interest in personalized offers that meet their tastes.
The World Economic Forum (WEF) and Accenture (consulting and technology giant) believe that the digitization of activities has the potential to make telecom operators more efficient and to offer better services to customers. In their report “Digital Transformation Initiative Telecommunications Industry” published in 2017, they point out that digital transformation has the potential to unlock more than $ 2 trillion “for industry and society” over the next decade.