By Peace Udugba -The daily torch media
Airtel Nigeria has held its first-ever Customer Forum in Lagos, bringing together regulators, high-volume data users, 5G subscribers, and other stakeholders to address concerns around data depletion, transparency, and customer experience.
The forum, held on April 14, 2026, at the Lagos Travel Inn Hotel in Ikeja, marked a significant step by the telecom operator to deepen customer engagement and build trust in Nigeria’s rapidly evolving digital landscape. Representatives of the Nigerian Communications Commission (NCC) were also in attendance, alongside customers who had raised concerns over data usage.
Speaking at the event, Airtel Nigeria’s Director of Marketing, Ismail Adeshina, described the forum as a defining moment for both the company and the industry.
“This is our very first customer forum, and it is more than an event. It is a bold statement that in today’s digital economy, the most important voice is the informed customer,” he said, adding that the forum’s theme was “Understanding Your Data: How to Take Control.”
Adeshina noted that while data has become essential to daily life—powering activities from business transactions to education and healthcare—concerns about value and consumption remain valid.
“Data is no longer a luxury; it is a necessity as essential as electricity and water. However, as usage grows, customers are asking an important question: ‘Am I truly getting value for the data I purchase?’ This is not just a technical issue; it is a matter of trust,” he said.
He explained that evolving usage patterns, including high-definition video streaming, cloud-based applications, and background app activity, have significantly increased data consumption in recent years. According to him, the forum served both as a listening platform and an educational session to help customers better understand how their data is used.
Also speaking, the NCC’s Director of Consumer Affairs Bureau, Freda Ruth Bruce-Bennett, reaffirmed the regulator’s commitment to protecting consumer interests and ensuring service quality.
“We understand that data is central to how people live and work today, which is why concerns around data depletion are taken seriously,” she said, urging customers to utilise the NCC’s consumer portal for guidance and complaints.
On customer experience, Airtel Nigeria’s Director, Customer Experience, Oladokun Oye, highlighted the company’s multi-channel support system, including over 1,000 retail outlets, a dedicated contact centre, and digital platforms such as the MyAirtel App and AI-powered chatbots.
He said the company continues to invest in tools that allow customers to track and manage their data usage in real time, while also advising subscribers to patronise only authorised Airtel outlets.
The company said insights from the forum would guide future improvements in service delivery, customer communication, and digital tools, as it works towards fostering a more transparent and inclusive digital economy in Nigeria.
