Airtel Africa Enters A Strategic Partnership With WebEngage
To Enhance Digital Customer Management
Airtel Africa has initiated a strategic collaboration with WebEngage, a customer data and analytics platform, to transform its digital customer management.
Airtel Africa’s partnership with WebEngage aims to leverage advanced technologies to enhance customer engagement and retention, reinforcing the company’s commitment to bridging the digital divide and promoting financial inclusion across Africa.
Based in Nairobi, Kenya, Airtel Africa is a leading provider of telecom services in 14 African nations.
Collaborating with Mumbai, India-headquartered WebEngage will enable Airtel Africa to meticulously monitor user interactions across various platforms, facilitating highly personalised customer experiences.
The collaboration extends to critical services such as Airtel Money, Smart Cash in Nigeria, and Airtel TV, ensuring tailored digital interactions through web, app, in-app, meta, Google, SMS, and email channels.
Priya Thakoor, Group Senior Vice President: Digital & Product at Airtel Africa, stressed the rapid deployment and impact of WebEngage’s Customer Data Platform, which now tracks over 600 user actions across all markets.
Thakoor highlighted the success of more than 30 personalised customer journeys, which engaged over a million subscribers and achieved significant conversion rates exceeding 30%.
“This success is a testament to the potential of our partnership and the positive impact it can have on our customers and the telecom industry,” Thakoor said.
“Our objective is to enhance Customer Lifetime Value by delivering targeted offerings that meet individual customer needs across multiple channels, all while ensuring customer privacy,” Thakoor added.
Hearth Patel, WebEngage’s Vice President (Growth Markets), praised the new partnership, highlighting the potential of WebEngage’s advanced analytics and AI-driven capabilities to achieve personalised engagement across owned, paid media, and digital channels.
The collaboration between Airtel Africa and WebEngage is a partnership and a strategic move that underscores a broader trend within the telecom sector towards digital transformation.
Telecom companies are increasingly adopting innovative solutions to enhance customer experiences across various digital touchpoints, evolving into technology-driven entities.
Featured image: (L-R) Priya Thakoor and Hearth Patel. Credit: Airtel Africa-WebEngage
