Orange mobilizes 10,500 employees for customer experience program

Orange has mobilized 10,500 employees across 18 countries in Africa and the Middle East for the second edition of its ‘My Customer, My Boss’ program. The initiative, held on October 6, 2026, involved staff from all hierarchical levels and departments engaging directly with 40,000 customers, distributors, and commercial partners across 155 locations.

The program aims to gather concrete feedback on service quality, mobile network performance, pricing simplicity, and digital user experience to guide future strategic improvements. This field immersion is part of the company’s ‘Trust the future’ strategic plan.

Lessons from previous iterations have already led to tangible product developments. For instance, feedback from Mali resulted in the creation of ‘Max It Check,’ a module within the Max It super-app that allows users to monitor data consumption and manage usage to prevent perceived rapid depletion of mobile plans. This feature is currently being deployed regionally.