Orange launches customer experience initiative in Côte d'Ivoire and DRC

Orange has launched its ‘My Customer, My Boss’ initiative as part of Customer Experience Week in both Côte d'Ivoire and the Democratic Republic of the Congo. The program aims to prioritize customer feedback by deploying staff directly into the field to engage with subscribers in their daily environments.

In Côte d'Ivoire, employees are working to understand user experiences and identify areas for service improvement. The initiative seeks to move beyond simple commercial transactions to build more personal connections with subscribers.

In the Democratic Republic of the Congo, the operation involves teams traveling to various regions, including Kinshasa, to collect concerns and address complaints immediately. A support chain has been established to resolve issues on-site, while more complex technical or administrative requests, including those related to Orange Money, are escalated to back-office teams for resolution during the event week.