Airtel Africa has reaffirmed its commitment to improving customer experience through continued investment in its network, advanced technologies and strategic partnerships aimed at expanding coverage and capacity across its 14 markets.
The telecommunications group, which serves 183.5 million customers, said the investments are intended to strengthen connectivity and support greater digital and financial inclusion across Africa.
The commitment was made as Airtel Africa joined the rest of the world in marking Customer Service Week 2026, held under the theme “The Extra Mile.”
Airtel Africa chief executive officer Sunil Taldar said the theme reflected the company’s commitment to understanding and responding to customers’ changing needs.
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“The theme of this year’s events, ‘The Extra Mile’, is aligned with our unwavering commitment to always go the extra mile for our customers by transforming their experience, listening to them, learning from them and acting on their needs and expectations,” Taldar said.
He said the company was using digitalisation and expanded connectivity to create opportunities for individuals, businesses and economies across the continent.
“By digitising our services and broadening access to connectivity, we are helping to unlock extraordinary opportunities for people, businesses and economies across the continent,” he said.
Taldar pointed to Airtel Africa’s recent commercial deployment of direct-to-device satellite technology in underserved rural communities as an example of the company’s efforts to extend connectivity beyond conventional mobile infrastructure.
The technology allows customers with compatible smartphones to remain connected in areas beyond the reach of terrestrial mobile networks, provided they have a clear view of the sky.
Over the past year, Airtel Africa has added more than 3,250 new network sites and deployed about 3,200 kilometres of fibre, while also investing in retail outlets and other distribution channels.
The company has also increased its use of artificial intelligence (AI) to enhance customers’ digital experience and improve service delivery.
Among the initiatives is AI-powered Spam Alert, a free service available to Airtel subscribers that identifies and blocks suspected spam SMS messages while providing real-time alerts.
The company said the service is intended to help protect customers from spam and potentially fraudulent messages.
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Airtel Africa said its employees will also join frontline teams across its 14 markets during Customer Service Week to interact directly with customers and gather feedback on their experiences.
The engagement is expected to help the company identify ways of improving the reliability and quality of its services.
Taldar said the company’s approach to customer service was anchored in continuous listening and adaptation.
The company said its investments in network infrastructure, fibre, AI and new connectivity technologies form part of its broader strategy to improve service reliability while expanding digital access across the continent.
With 183.5 million customers across its markets, Airtel Africa said it would continue investing in technology and partnerships to expand coverage, increase network capacity and support digital and financial inclusion.
