[CLSTR]
< Back to situations

Monitor this situation.

[SITUATION] · [QUIET] · [BUSINESS]

2 clusters · 6 sources · 12 days · First seen · Last updated

Orange customer experience initiatives in Africa

Overview

Orange has implemented its ‘My Customer, My Boss’ initiative, a program designed to improve customer experience through direct field engagement.

Initially, the program focused on Côte d'Ivoire and the Democratic Republic of the Congo, where staff were deployed to engage with subscribers in their daily environments to identify service improvements and resolve complaints on-site.

In a subsequent expansion, the company mobilized 10,500 employees across 18 countries in Africa and the Middle East. This larger-scale effort involved staff from all hierarchical levels interacting with 40,000 customers and partners across 155 locations to gather feedback on network performance, pricing, and digital user experience. The company noted that feedback from previous iterations, such as in Mali, has already led to the development of regional features like the ‘Max It Check’ module for monitoring data consumption.

Entities

Orange · Yasser Shaker

Timeline

  1. [BUSINESS] 2 sources
    Orange mobilizes 10,500 employees for customer experience program

    Orange mobilized 10,500 employees across 18 African and Middle Eastern countries to engage with 40,000 customers to improve service quality and digital tools.

  2. [BUSINESS] 4 sources
    Orange launches customer experience initiative in Côte d'Ivoire and DRC

    Orange is conducting its ‘My Customer, My Boss’ initiative in Côte d'Ivoire and the DRC to improve service through direct field engagement and real-time complaint resolution.

Sources

actualite.cd · fameennews.info · gabonactu.com · lefaso.net · pulse.ci · relationclientmag.fr