By Emmanuel Ogbodo
Airtel Africa, the continent’s second-largest telecom provider with 150 million customers, has teamed up with WebEngage to enhance its digital customer value management. The partnership aims to promote financial inclusion and bridge the digital divide by leveraging mobile money, entertainment, and digital services.
Key aspects of the collaboration include:
- Personalized User Engagement: WebEngage’s platform tracks over 600 user actions across 14 markets, facilitating personalized customer journeys and enhancing engagement.
- Platform Integration: Airtel will utilize WebEngage across multiple channels including Web, App, Meta, Google, SMS, and email to improve customer retention and user experience.
- Impact and Goals: With more than 30 personalized customer journeys live, the initiative has already engaged over a million subscribers, achieving a 30% conversion rate. The focus is on enhancing Customer Lifetime Value (CLTV) while respecting customer privacy.
Leadership Perspectives:
- Priya Thakoor, Airtel Africa’s Group Senior Vice President for Digital & Product, highlighted the rapid implementation and the strategic impact on customer engagement and retention.
- Hetarth Patel, Vice President at WebEngage, underscored the potential for 1:1 customer engagement across diverse channels and emphasized the collaborative efforts in Nairobi and Dubai to drive digital transformation.
This partnership underscores Airtel Africa’s strategic move towards digital transformation by integrating advanced customer engagement solutions to enhance user experiences and drive business growth.
