BY SIFISO NHLABATSI
MBABANE– MTN Eswatini Chief Executive Officer Jerry Soko has challenged the telecommunications giant to turn customer feedback gathered during the Eswatini International Trade Fair (EITF) 2026 into tangible improvements, declaring that “the real work begins” after the listening exercise.
Soko made the remarks following the company’s CEO’s Chat with customers during the recently concluded EITF 2026, where customers shared their experiences, concerns, suggestions and expectations with the MTN leadership.
He said engaging directly with customers had reinforced the importance of listening, but stressed that conversations would only be meaningful if they resulted in action.
“Now the real work begins,” Soko said. “Listening only creates value when it leads to action.”
The CEO said MTN would leave the engagements with a renewed commitment to improve customer experiences, strengthen its services and develop solutions that respond to the needs of the communities it serves.
He noted that while business leaders could easily become consumed by reports, dashboards and performance indicators, there was no substitute for sitting face-to-face with customers and hearing their realities firsthand.
Soko said the discussions also allowed MTN to openly share some of the realities and challenges facing the business, creating what he described as meaningful dialogue built on transparency, understanding and partnership.
“The voice of the customer is not just feedback to be heard; it is a responsibility to be acted upon,” he said.
He added that MTN’s ambition of driving Eswatini’s digital progress required the company to remain accessible, present and connected to the communities it serves.
“We heard. We learned. Now it is time to act,” Soko said.
He thanked customers for their candid contributions and MTN employees for their dedication, saying the feedback would help shape a better MTN.
“Yesterday we listened. Today we begin turning those insights into action. Tomorrow, our customers should experience the difference,” he said.
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(Courtesy Pic)
