Airtel Africa, a prominent telecom group serving over 150 million subscribers across 14 African nations, has teamed up with WebEngage to enhance its digital customer management strategy.
As the second-largest telecom provider in Africa, Airtel boasts more than 60 million data users among its extensive customer base. Committed to bridging the digital divide and promoting financial inclusion throughout Africa, Airtel delivers mobile money, entertainment, and digital services to all its users.
This collaboration enables Airtel to meticulously monitor customer interactions in a highly personalized manner, enhancing retention rates and boosting engagement. The initiative will extend across Airtel Money, Smart Cash in Nigeria, and Airtel TV, ensuring seamless and personalized digital experiences across various channels including web, app, in-app, Meta, Google, SMS, and email.
Priya Thakoor, Group Senior Vice President – Digital & Product at Airtel Africa, remarked, “Within a rapid three-month rollout, WebEngage’s Customer Data Platform (CDP) now tracks over 600 user actions across our 14 markets, building actionable digital profiles. Over 30 highly personalized customer journeys are currently active, engaging more than a million subscribers with over 30% conversion rates. Our goal is to enhance Customer Lifetime Value (CLTV) by offering targeted solutions tailored to individual needs, ensuring utmost customer privacy.”
Hetarth Patel, Vice President – Growth Markets (MEA, Americas, APAC) at WebEngage, added, “We are excited about partnering with Airtel Africa to revolutionize their customer value management. Through our advanced CDP, analytics, AI capabilities, and personalized strategies, we aim to achieve 1:1 customer engagement across owned, paid, and digital media channels. Our teams in Nairobi and Dubai will collaborate closely with Airtel OpCos and Group to drive this transformation forward.”
This collaboration underscores broader digital transformations within the telecom sector, as companies like Airtel Africa evolve into TechCos by leveraging innovative solutions such as WebEngage. Telecom firms’ deep understanding of non-linear customer journeys and their commitment to delivering superior experiences across various channels are pivotal in their digital evolution.
WebEngage, a leading MarTech SaaS provider globally, has achieved significant milestones across sectors including retail, education, finance, and healthcare, through partnerships aimed at enhancing customer experiences, operational revenue, and digital innovation. With Airtel Africa, WebEngage anticipates profound financial and social impacts.
