It began with a simple but powerful idea: what if a telecom giant stopped to truly listen? Not just through surveys or social media, but face-to-face, with laughter, hard questions, and real conversations.
That idea came to life as MTN Nigeria hosted its first-ever Customer Engagement Day (#MTNCED2025) on the rooftop of its Ikoyi headquarters, Lagos.
With the theme, “We See You. We’re With You,” the day unfolded not as a corporate campaign, but as a celebration of the people behind the SIM cards, the streaming sessions, the mobile payments, and the business deals.
A New Era of Listening
The air buzzed with energy as hundreds of guests streamed into the event, while thousands more tuned in virtually.
Far from a typical corporate gathering, this hybrid event was filled with hands-on tech demos, intimate fireside chats, data literacy workshops, startup pitch battles, and even a scavenger hunt powered by MTN’s own network.
But the heart of the day wasn’t in the tech. It was in the conversations.
A standout moment came during the Karl2U fireside chat, when Dr. Karl Toriola, MTN Nigeria CEO, fielded live questions from customers, unfiltered and unrehearsed. With humility and clarity, he shared MTN’s evolving mission:
“Today is about transparency, answering your questions, listening to your concerns. MTN is not just a service provider; we are a partner in your journey. Our goal is not just to offer affordable data, but to deliver quality and consistency that powers ambition.”
Real People, Real Challenges
From the main stage, Ayham Moussa, chief operating officer, reflected on MTN’s roots:
“When MTN began, it was built by people like you, engineers, entrepreneurs, everyday Nigerians. We now connect over 80 million people, and we remain committed to standing with you in your hustle, your ambitions, and your everyday victories.”
In one corner of the event, a group of small business owners huddled around data experts, learning how to manage their mobile internet better. That session, Data Usage & Management, became one of the most interactive parts of the day.
Ugonwa Nwoye, chief customer relations & experience officer, led the conversation:
“We know how essential data is. From parents streaming classes to small businesses on Zoom, we see your daily realities. Our mission is to give you control, transparency, and smarter ways to stay connected.”
More Than a Day – A Dialogue
But it wasn’t just about solving pain points. The day pulsed with excitement and opportunity, especially during the Speed Mentorship sessions, where young professionals and SME founders had rapid-fire sit-downs with MTN executives. In just nine minutes per round, dreams were sparked, roadblocks untangled, and new possibilities explored.
The MoMo Lounge offered visitors a hands-on look at financial tools from MoMo PSB, MTN’s fintech arm, while budding innovators stepped into the spotlight during the “Pitch Your Solution” challenge. The MTN Foundation’s Digital Skills Academy booth became a hotspot for career-minded attendees looking to level up.
A Promise Beyond the Rooftop
As the sun set over the Lagos skyline, Onyinye Ikenna-Emeka, chief marketing officer, took the stage with a message that felt more personal than promotional:
“We’ve heard your complaints, your ideas, your stories. Be assured: we listen, we care, and we do. This is just the beginning. Beyond this event, we want you to walk away knowing MTN sees you, hears you, and is with you.”
From viral conversations on X (formerly Twitter), to laughter-filled photo booths and deeply reflective mentorship moments, Customer Engagement Day 2025 marked a turning point in how MTN approaches customer experience.
More than a showcase, it was a shift, from campaigns to commitments, from mass messaging to mutual understanding, and from being a network provider to becoming a true partner in progress.
And as guests made their way home, some with prizes, others with fresh inspiration, they left with something even more valuable: the feeling of being seen, heard, and valued.
