The customer is the lifeblood of any business, and for Safaricom, whose 44 million subscribers use its products and services to fuel their lives, customer obsession is a way of life. Using analytics and big data, Safaricom seeks to leverage technology to cater to the evolving needs of the customer and ensure that the ‘experience of one’ and hyper-personalisation are achieved.

Customer journey experts are at the heart of every product, service, and innovation to ensure the customer is at the forefront of everything Safaricom does.

However, in the recent past, Safaricom customers have felt let down. In this edition of the Safaricom Newsroom podcast, Lucille Aveva, the Director of Customer Obsession, discusses customer frustrations and explains how Safaricom is working to fix the situation.

You can listen to or watch the conversation below. #SafaricomNews